Unicorn Marketers

S1 E4: Scaling a Customer-Centric Remote Marketing Team: Insights from Help Scout's VP Marketing

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In this episode of Marketing Unicorns, Kristen Bryant Smith, VP of Marketing at Help Scout, shares her experiences in leading a remote marketing team for a customer support software company. Kristen discusses Help Scout’s customer-centric approach, the importance of maintaining a strong culture in remote teams, and how her team fosters innovation while delivering a seamless customer experience. [Note: this episode was originally published on our other show — The Remote CMO]

Key Topics Discussed:

  • Help Scout’s customer-centric marketing approach in a remote-first environment.
  • Building a strong, unified culture across a fully remote marketing team.
  • Aligning marketing efforts with customer success to enhance overall brand value.
  • The importance of collaboration between marketing and customer support teams.
  • Strategies for maintaining productivity and creativity in a distributed team.
  • Challenges in managing cross-functional teams remotely and how to overcome them.
  • Fostering innovation within a customer-first mindset in remote marketing operations.

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