Principal 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? 

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 beats perfect planning.
• Curious & Intellectually Engaged - You’re always learning, reading, experimenting, and asking why things are the way they are. You use your full brain power to keep up with AI’s pace, constantly exploring new tools and ideas to improve how we work.
• Delivers Great Work & Works Hard - You reliably ship. You make every day count and don’t like days when nothing was made, built, or shipped. You find meaning in work and put in the effort required to win, especially in a time when competitors are working just as hard.
• Technical & Internet-Native - You live in the medium you build. You love technology, try new products, and understand how digital culture works, what resonates, and what feels dated. You can’t be successful with a technology you don’t personally use and understand.
• Tasteful & Creative - You understand the zeitgeist and what connects emotionally with people. You draw inspiration from design, art, and culture to create ideas that resonate deeply.
• Impatient & Change-Oriented - You hate when things move slowly and work to fix the root causes. You thrive in ambiguity and love leading people through transformation. You’re here to build something new and better, fast.

Skills we’re looking for

• Communication (Especially Writing) - You're excellent at communicating ideas clearly. You write crisp briefs, synthesis memos, and updates that drive alignment. You know when to write and when to talk.
• Creativity - You come up with new ideas and new ways of doing things. You see connections others miss. You're not constrained by how things worked before.
• Critical Thinking - You reason from first principles. You don't accept "that's how it's always been done." You question assumptions and find better ways forward.
• Research - You can do research to understand customers, stakeholders, and what they need, think, and do. You apply the same research mindset to internal customers-what does a sales rep need? What blockers does a Marketing Generalist face?
• Collaboration - You work well across functions. You build trust quickly. You make other people better and more effective.
• Relationship Building - You're good at making connections and building relationships-from internal stakeholders to customers to external partners.
• Analysis - You measure whether what you're doing is having impact. You use data to make decisions 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. The base pay range is subject to change and may be modified in the future. 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 also 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 non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

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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