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Fin is an AI Customer Agent company building the highest-performing AI customer support solution on the market. The company, founded in 2011 as Intercom, now operates as Fin with nearly 30,000 global businesses using its products. This Senior Product Marketing Manager role will lead PMM strategy for the Intercom helpdesk product and shape how the market understands AI-first customer support.
You will own the complete product marketing function for Intercom helpdesk and new AI-assisted capabilities, working directly with product, engineering, sales leadership, and the broader marketing team. Key responsibilities include: defining the ideal customer profile and audience segments for the helpdesk and related products; owning core messaging and ensuring cross-functional alignment across website, sales materials, and customer communications; building the external narrative around AI-first helpdesk capabilities and establishing Fin's unique market positioning; partnering with product and GTM teams on communicating roadmap progress to existing customers to drive retention and expansion; creating high-impact sales enablement materials that field teams actually use; conducting customer research to inform messaging strategy; leading product launches and go-to-market moments; and creating core PMM assets including web pages, pitch decks, narratives, and launch materials.
The ideal candidate brings 5+ years of B2B product marketing experience with a track record of shaping how complex products are understood in market. You should have owned a core product area end-to-end from ICP and positioning through launches and enablement. Experience working in fast-moving environments where product ships faster than messaging can keep up is essential. Customer retention or expansion motion experience is a strong plus. You must be an excellent writer with strong editorial judgment, capable of writing crisp briefs, sharp narratives, and synthesis memos that drive alignment. You should be product-obsessed and technically engaged—reading documentation, using products deeply, and understanding the underlying technology. This is a builder role for someone who thinks from first principles, moves between customer insight and creative expression without friction, and wants to shape the future of PMM at a high-growth AI company.
