marketing
Posted 2 weeks agoSenior Product Marketing Manager
at Intercom
London, United KingdomHybrid
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Responsibilities
- 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 1+1=3 story of Helpdesk + Fin and why the integrated platform delivers outcomes a standalone tool never could
- Define and build the narrative for Fin's AI-first Helpdesk vision - 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
- Build crisp, high-impact narratives and enablement that sales actually uses and establishes confidence.
- 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 we're saying, why, and how it shows up everywhere - from the website to the sales deck to the customer email What We're Looking For
Requirements
- Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
- Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce.
- Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
- AI is transforming what a helpdesk can do - and Fin is the only company building a helpdesk and an AI agent as a single, integrated platform.
- This is a senior IC role for someone who wants to operate at the centre of product, AI, sales, and strategy.
- You'll shape how we talk to the 25,000+ businesses already using Fin, build the narrative for an AI-first helpdesk era, and establish Fin as the obvious choice for teams who want their AI agent and their human support layer working as one.
- Experience with customer retention or expansion motions is a strong plus You think and write with precision
- You read the docs, use the product, and dig into the tech before you craft a single message
- You're 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
- Strong judgment and the ability to work independently on large, high-stakes initiatives
- Ambitious and competitive - you set a high bar, think big, and want to win. You'll go the extra mile and you're motivated by building something that leads the market.
- Curious and intellectually engaged - you're always learning, experimenting, and asking why. You keep up with AI's pace and use it to improve how you work.
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- MacBooks are our standard, but we also offer Windows for certain roles when needed. #LI-Hybrid Policies
Experience
- 5+ years in product marketing, ideally in B2B with a track record of shaping how complex products are understood in market
Benefits
- Competitive salary and equity in a fast-growing start-up
- 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
Additional details
- Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
- Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.
- Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.
- The helpdesk is having its biggest moment in a decade.
- You'll own the positioning and messaging for Fin's 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.
- You'll work directly with product, engineering, sales leadership, and the marketing team.
- This isn't a lane job - it's a builder role for someone who wants to work fast, think from first principles, and help define what great PMM looks like.
- 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
- Work closely with Customer Success and Account Management to ensure messaging lands with the customers who need to hear it most
- This role is for someone who is a hybrid: part strategist, part storyteller, part technologist.