Principal Product Marketing Manager

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin the most advanced customer service AI agent on the market lets businesses deliver always-on impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30000 global businesses Intercom is setting the new standard for customer service. Driven by our core values we push boundaries build with speed and intensity and consistently deliver incredible value to our customers.

Whats the opportunity

This is a senior IC role for someone who wants to operate at the center of product AI sales and strategy. Youll shape the stories the market hears the narratives sales teams use and the way we explain a very technical product to customers who are trying to make sense of the AI shift. Youll work directly with product engineering sales leadership and the marketing team. Youll be hands-on with the product and the tech. Youll own major moments like launches new narratives pricing shifts and enablement pushes. This isnt a lane job. Its a builder role for someone who wants to work fast think from first principles and help define the new way PMM works.

What will I be doing

• Lead positioning and messaging for major product areas from first principles through market-ready narratives
• Partner daily with Product and Engineering to translate complex AI technology into simple stories customers understand
• Build crisp high-impact enablement that sales actually uses: pitch decks demos battlecards talk tracks
• Be deeply customer obsessed. Listen to calls study patterns and turn raw customer signals into clear insights that shape what we say
• Create high-quality PMM assets yourself: pages scripts briefs internal narratives videos
• Drive cross-functional alignment on what were saying why and how it shows up everywhere
• Lead launches and go-to-market moments working with full-stack marketers content and DG teams
• Raise the bar on PMM craft by modeling strong writing clarity taste and technical understanding

What were looking for

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

You bring:

• Deep experience in B2B product marketing and a track record of shaping how complex products are understood in the market
• Ability to research patterns synthesize insights and frame a narrative that cuts through noise
• Great writing and communication skills
• Comfort working directly with execs and product leaders
• Strong judgment and the ability to work independently on large high-stakes initiatives
• A genuine interest in AI technology and a willingness to get hands-on with the product
• Taste. You know what good looks like and you can explain why

Experience Required:

• Proven experience owning major PMM work end to end for complex products
• Already working in the new way of marketing: fast creative non-cookie-cutter
• Background in fast-growing startups or high-velocity environments

Attributes were looking for

• Ambitious & Competitive - You want to have a very successful career. You think big set a high bar for yourself and want to win. Youll always go the extra mile to do what it takes. This is a highly competitive time as AI makes it easy to start new companies and copy features so we need people who want to lead not follow.
• Confident & Decisive - You back yourself and your team. Youre willing to be wrong you dont seek approval and you optimize for progress over consensus. You ask for forgiveness not permission. You value momentum and believe shipping beats perfect planning.
• Curious & Intellectually Engaged - Youre always learning reading experimenting and asking why things are the way they are. You use your full brain power to keep up with AIs pace constantly exploring new tools and ideas to improve how we work.
• Delivers Great Work & Works Hard - You reliably ship. You make every day count and dont like days when nothing was made built or shipped. You find meaning in work and put in the effort required to win especially in a time when competitors are working just as hard.
• Technical & Internet-Native - You live in the medium you build. You love technology try new products and understand how digital culture works what resonates and what feels dated. You cant be successful with a technology you dont personally use and understand.
• Tasteful & Creative - You understand the zeitgeist and what connects emotionally with people. You draw inspiration from design art and culture to create ideas that resonate deeply.
• Impatient & Change-Oriented - You hate when things move slowly and work to fix the root causes. You thrive in ambiguity and love leading people through transformation. Youre here to build something new and better fast.

Skills were looking for

• Communication (Especially Writing) - Youre excellent at communicating ideas clearly. You write crisp briefs synthesis memos and updates that drive alignment. You know when to write and when to talk.
• Creativity - You come up with new ideas and new ways of doing things. You see connections others miss. Youre not constrained by how things worked before.
• Critical Thinking - You reason from first principles. You dont accept thats how its always been done. You question assumptions and find better ways forward.
• Research - You can do research to understand customers stakeholders and what they need think and do. You apply the same research mindset to internal customers-what does a sales rep need What blockers does a Marketing Generalist face
• Collaboration - You work well across functions. You build trust quickly. You make other people better and more effective.
• Relationship Building - Youre good at making connections and building relationships-from internal stakeholders to customers to external partners.
• Analysis - You measure whether what youre doing is having impact. You use data to make decisions and iterate quickly.

Benefits

We are a well-treated bunch with awesome benefits! If theres something important to you thats not on this list talk to us!

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave as well as 6 weeks paternity leave for fathers to let you spend valuable time with your loved ones
• If youre cycling weve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard but were happy to get you whatever equipment helps you get your job done

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race color religion creed national origin ancestry sex gender age physical or mental disability veteran or military status genetic information sexual orientation gender identity gender expression marital status or any other legally recognized protected basis under federal state or local law.

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