Description
The Senior Product Marketing Manager will own the positioning and messaging for Intercom's Helpdesk product, connected with the product team, close to customers, and responsible for one of the most important narratives in the company: why Helpdesk and Fin together is fundamentally better than either alone.
This role is about showing existing customers that we're investing deeply in the product they rely on, and establishing Intercom's vision for what an AI-first helpdesk looks like to the broader market.
The Senior Product Marketing Manager will shape how we talk to the 25,000+ businesses already using Intercom, build the narrative for an AI-first helpdesk era, and establish Intercom as the obvious choice for teams who want their AI agent and their human support layer working as one.
Key responsibilities include:
- Shape the ICP and audience for Helpdesk
- Lead positioning and messaging for the Helpdesk product area from first principles
- Define and build the narrative for Intercom's AI-first Helpdesk vision
- Partner with Product on how we communicate product investment and progress to existing customers
- Build crisp, high-impact narratives and enablement that sales actually uses and establishes confidence
The ideal candidate will have 5+ years in product marketing, ideally in B2B with a track record of shaping how complex products are understood in market. They will have owned a core product area end-to-end, from ICP and positioning through to launches and field enablement.
The Senior Product Marketing Manager will be a hybrid: part strategist, part storyteller, part technologist. They will move between customer insight, product detail, competitive analysis, and creative expression without friction.
They will think and write with precision, have excellent written communication, and strong editorial judgment. They will be product-obsessed and technically engaged, genuinely curious about AI, and use AI tools fluently in their own work.
The Senior Product Marketing Manager will operate at the intersection of strategy and execution, taking it all the way to the asset, the launch, the field. They will have strong judgment and the ability to work independently on large, high-stakes initiatives.
Attributes we're looking for include being ambitious and competitive, confident and decisive, curious and intellectually engaged, tasteful and creative, impatient and change-oriented.