Senior 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

The helpdesk is having its biggest moment in a decade. AI is transforming what a helpdesk can do - and Intercom is the only company building a helpdesk and an AI agent as a single integrated platform. This role is about owning that story: showing existing customers that were investing deeply in the product they rely on and establishing Intercoms vision for what an AI-first helpdesk looks like to the broader market.

This is a senior IC role for someone who wants to operate at the centre of product AI sales and strategy. Youll own the positioning and messaging for Intercoms Helpdesk product connected with the product team close to customers and responsible for one of the most important narratives in the company: why Helpdesk and Fin together is fundamentally better than either alone.

Youll shape how we talk to the 25000 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. Youll work directly with product engineering sales leadership and the marketing team. Youll be hands-on with the product and the tech. This isnt a lane job - its a builder role for someone who wants to work fast think from first principles and help define what great PMM looks like.

What Will I Be Doing

• Shape the ICP and audience for Helpdesk - helping guide marketing and GTM teams on where to focus and direct campaigns and sales plays
• Lead positioning and messaging for the Helpdesk product area from first principles - owning the 113 story of Helpdesk Fin and why the integrated platform delivers outcomes a standalone tool never could
• Define and build the narrative for Intercoms AI-first Helpdesk vision - what it means why it matters and why Intercom 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 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 narratives and enablement that sales actually uses and establishes confidence. Work closely with Customer Success and Account Management to ensure messaging lands with the customers who need to hear it most
• 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
• Lead launches and go-to-market moments working cross-functionally to deliver crisp messaging that fits for sales campaigns and content needs
• Drive cross-functional alignment on what were saying why and how it shows up everywhere - from the website to the sales deck to the customer email

What Were 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.

Youve done this before

• 5 years in product marketing ideally in B2B with a track record of shaping how complex products are understood in market
• Youve owned a core product area end-to-end - from ICP and positioning through to launches and field enablement
• Youve worked in fast-moving environments where the product ships faster than the messaging can keep up - and found a way to move at that pace without losing quality
• Experience with customer retention or expansion motions is a strong plus

You think and write with precision

• Excellent written communication - you write crisp briefs sharp narratives and synthesis memos that drive alignment
• Strong editorial judgment - you know the difference between a sharp positioning statement and marketing language that means nothing
• You push back on vague claims and force specificity - in your own work and in others

Youre product-obsessed and technically engaged

• You read the docs use the product and dig into the tech before you craft a single message
• Youre genuinely curious about AI - not just as a talking point but as something you think about experiment with and engage with constantly
• You use AI tools fluently in your own work and are always looking for new ways to move faster and think sharper

You operate at the intersection of strategy and execution

• You dont hand off strategy and wait - you take it all the way to the asset the launch the field
• Strong judgment and the ability to work independently on large high-stakes initiatives
• A systems thinker who builds messaging architectures and frameworks others can use not just one-off assets
• You work well across functions build trust quickly and make the people around you more effective

Attributes Were Looking For

• Ambitious and competitive - you set a high bar think big and want to win. Youll go the extra mile and youre motivated by building something that leads the market.
• Confident and decisive - you back yourself optimise for progress over consensus and value momentum. You ask for forgiveness not permission.
• Curious and intellectually engaged - youre always learning experimenting and asking why. You keep up with AIs pace and use it to improve how you work.
• Tasteful and creative - you understand what connects emotionally with people and draw on design culture and craft to create ideas that resonate.
• Impatient and change-oriented - you hate slow and work to fix the root cause. You thrive in ambiguity and love building something new.

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!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• 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 we also offer Windows for certain roles when needed.

#LI-Hybrid

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.