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Fin is an AI Customer Agent company building the highest-performing AI customer support solution on the market. The company operates as part of Intercom, a leading customer communications platform used by nearly 30,000 global businesses. This Senior Product Marketing Manager role focuses on marketing the Intercom helpdesk product and new AI-assisted capabilities that help human support teams deliver exceptional customer experiences.
In this role, you will lead product marketing strategy for the Intercom helpdesk, shaping how the company communicates the vision of AI-first customer support to existing customers and the broader market. You'll define the ideal customer profile and audience segments, own core messaging and positioning, and drive cross-functional alignment across product, engineering, sales, and marketing teams.
Key responsibilities include: developing the external narrative around AI-first helpdesk capabilities and why Fin is uniquely positioned to lead this category; partnering with product and go-to-market teams to communicate roadmap progress to existing customers; building sales and customer success enablement materials; conducting customer research to inform messaging strategy; leading product launches and go-to-market campaigns; and creating high-quality PMM assets including web pages, sales decks, narratives, and launch materials.
You'll work in a fast-moving environment where product ships rapidly and messaging must keep pace without sacrificing quality. The role requires deep customer obsession—you'll spend time with support teams to understand how they evaluate and adopt solutions, translating those insights into clear positioning and messaging.
The ideal candidate has 5+ years of B2B product marketing experience, with a proven track record of owning product areas end-to-end from positioning through launch and enablement. You should have experience in fast-paced environments, ideally with exposure to customer retention or expansion motions. You think and write with precision, pushing for specificity and editorial rigor. You're product-obsessed, technically engaged, and comfortable reading documentation and using products deeply to inform your work.
