Senior Product Marketing Manager at intercom

What's the opportunity?

At Fin, we believe AI agents and human support teams will work symbiotically as one team in one system, increasingly directed by AI, with humans elevated to higher-level roles and engaging directly with customers only in complex, high-stakes moments. So we built Fin to be natively integrated with the Intercom helpdesk, and are completely rethinking what a Helpdesk product should be when Agents do 90%+ resolution. We’re also building exciting new products and capabilities around how human teams collaborate with, are assisted by, and supervised by the AI agent so that they can deliver great customer experiences.

This PMM role will lead PMM for our Intercom helpdesk, loved by over 30k customers, and lead on how to market new capabilities that help human support teams deliver great experiences, with help and guidance from AI Agents. You'll shape how we talk to the 25,000+ businesses already using Intercom, build the narrative for an AI-first helpdesk era, and establish Intercom as the obvious choice for teams who want their AI agent and their human support layer working as one

You'll work directly with product, engineering, sales leadership, and the wider marketing team. This is a builder role for someone who wants to work fast, think from first principles, and help shape the future of PMM at Fin

What will I be doing?

• Shape the ICP and audience for the Intercom helpdesk and additional products for teams - who we're talking to, what their pains are, and what makes them choose us
• Own core messaging and drive cross-functional alignment on what we're saying, why, and how it shows up everywhere - from the website to the sales deck to the customer email
• Define and build the external narrative for the AI-first Helpdesk - what it means, why it matters, and why Fin is uniquely positioned to deliver it - and bring it to market in a way that reshapes how buyers think about the category
• Partner with Product, GTM and Lifecycle on how we communicate product investment and progress to existing customers - turning roadmap momentum into customer confidence that retains and expands accounts
• Build crisp, high-impact enablement that sales and customer success teams actually use to sell with confidence. Work closely with GTM teams to ensure messaging lands with the customers who need to hear it most
• Be deeply customer-obsessed - sit with customer support teams, study how they evaluate and adopt, and turn signal into clear insight that shapes what we say
• Lead launches and go-to-market moments for new products and capapbilties releases, working across the company to deliver impactful launch moments that drive mindshare and pipeline
• Create high-quality core PMM assets yourself: web pages, first call decks, narratives and scripts launch materials. And maintain the core ‘brain’ of PMM context that feeds our AI-first approach

What we're looking for

This role is for someone who is a hybrid: part strategist, part storyteller, part technologist. You move between customer insight, product detail, competitive analysis, and creative expression without friction.

You've done this before

• 5+ years in product marketing, ideally in B2B with a track record of shaping how complex products are understood in market
• You've owned a core product area end-to-end - from ICP and positioning through to launches and field enablemen

More jobs at intercom

• Senior Product Engineer — London
• Senior Data Scientist - AI Tooling — London
• Senior Data Scientist — London
• Senior Customer Success Manager — London
• Senior Audience Marketing Manager — London
• Principal Engineer — London
• Engineering Manager, AI Models Infrastructure — London
• Cloud Security Engineer — London