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 30,000 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.

What's 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 we're investing deeply in the product they rely on, and establishing Intercom's 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. You'll own the positioning and messaging for Intercom'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 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 marketing team. You'll be hands-on with the product and the tech. 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.

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 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 Intercom's 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 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

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,