Principal Product Marketing Manager

Role 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 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? This is a senior IC role for someone who wants to operate at the center of product, AI, sales, and strategy. You’ll 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. You’ll work directly with product, engineering, sales leadership, and the marketing team. You’ll be hands-on with the product and the tech. You’ll own major moments like launches, new narratives, pricing shifts, and enablement pushes. 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 the new way PMM works. What will I be doing? Lead positioning and messaging for major product areas, from first principles through market-ready narratives Partner daily with Product and Engineering to translate complex AI technology into simple stories customers understand Build crisp, high-impact 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 high-quality PMM assets yourself: pages, scripts, briefs, internal narratives, videos Drive cross-functional alignment on what we’re saying, why, and how it shows up everywhere Lead launches and go-to-market moments, working with full-stack 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 This is a role 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, high-stakes initiatives A genuine interest in AI technology and a willingness to get hands-on 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, non-cookie-cutter Background in fast-growing startups or high-velocity environments Attributes we’re 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. You’ll always go the extra mile to do what it takes. This is a highly competitive time, as AI makes it easy to start new companies and copy features, so we need people who want to lead, not follow. Confident & Decisive - You back yourself and your team. You’re willing to be wrong, you don’t seek approval, and you optimize for progress over consensus. You ask for forgiveness, not permission. You value momentum and believe shipping b...

About Intercom

This role is at Intercom, a growing company. Visit their website at https://intercom.com.

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