Job Description

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 alwayson, impeccable customer service and ultimately transform their customer experiences for the better.

What's the opportunity?

This is a senior IC role for someone who wants to operate at the center of product, AI, sales, and strategy. Youll shape the stories the market hears, the narratives sales teams use, and the way we explain a very technical product to customers who are trying to make sense of the AI shift. Youll work directly with product, engineering, sales leadership, and the marketing team. Youll own major moments like launches, new narratives, pricing shifts, and enablement pushes. Its a builder role for someone who wants to work fast, think from first principles, and help define the new way PMM works.

What will I be doing?

• Lead positioning and messaging for major product areas, from first principles through marketready narratives
• Partner daily with Product and Engineering to translate complex AI technology into simple stories customers understand
• Build crisp, highimpact enablement that sales actually uses: pitch decks, demos, battlecards, talk tracks
• Be deeply customer obsessed. Listen to calls, study patterns, and turn raw customer signals into clear insights that shape what we say
• Create highquality PMM assets yourself: pages, scripts, briefs, internal narratives, videos
• Drive crossfunctional alignment on what were saying, why, and how it shows up everywhere
• Lead launches and gotomarket moments, working with fullstack marketers, content, and DG teams
• Raise the bar on PMM craft by modeling strong writing, clarity, taste, and technical understanding

What we're looking for

We're looking for someone who is a hybrid: part strategist, part storyteller, part technologist. You should be able to move between customer insight, product detail, competitive analysis, and creative expression without friction.

You Bring

• Deep experience in B2B product marketing and a track record of shaping how complex products are understood in the market
• Ability to research patterns, synthesize insights, and frame a narrative that cuts through noise
• Great writing and communication skills
• Comfort working directly with execs and product leaders
• Strong judgment and the ability to work independently on large, highstakes initiatives
• A genuine interest in AI technology and a willingness to get handson with the product
• Taste. You know what good looks like and you can explain why

Experience Required

• Proven experience owning major PMM work end to end for complex products
• Already working in the new way of marketing: fast, creative, noncookiecutter
• Background in fastgrowing startups or highvelocity environments

Attributes were looking for

• Ambitious & Competitive You want to have a very successful career. You think big, set a high bar for yourself, and want to win.
• Confident & Decisive You back yourself and your team. Youre willing to be wrong, you dont seek approval, and you optimize for progress over consensus.
• Curious & Intellectually Engaged Youre always learning, reading, experimenting, and asking why things are the way they are.
• Delivers Great Work & Works Hard You reliably ship. You make every day count and dont like days when nothing was made, built, or shipped.
• Technical & InternetNative You love technology, try new products, and understand how digital culture works, what resonates, and what feels.
• Tasteful & Creative You understand the zeitgeist and what connects emotionally with people.
• Impatient & ChangeOriented You hate when things move slowly and work to fix the root causes.

Skills Were Looking For

• Communication (Especially Writing) Excellent at communicating ideas clearly. Write crisp briefs, synthesis memos, and updates that drive alignment.
• Creativity Come up with new ideas and ways of doing things. See connections others miss.
• Critical Thinking Reason from first principles. Question assumptions and find better ways forward.
• Research Understand customers, stakeholders, and what they need, think, and do.
• Collaboration Work well across functions. Build trust quickly and make other people better and more effective.
• Relationship Building Build connections with internal stakeholders to customers to external partners.
• Analysis Measure impact. Use data to decide and iterate quickly.

Benefits

The base salary range for candidates within the San Francisco Bay Area is $200,000 $240,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). We provide a full benefits package to all regular employees.

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 nonwork related topics.

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.

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