Senior Product Marketing Manager

We are seeking a Senior Product Marketing Manager to join our team. As a Senior Product Marketing Manager, you 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.

You 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.

You will work directly with product, engineering, sales leadership, and the marketing team. You will be hands-on with the product and the tech. 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 what great PMM looks like.

Responsibilities:

• Shape the ICP and audience for Helpdesk - helping guide marketing and GTM teams on where to focus and direct campaigns and sales plays

• Lead positioning and messaging for the Helpdesk product area from first principles - owning the 1+1=3 story of Helpdesk + Fin and why the integrated platform delivers outcomes a standalone tool never could

• Define and build the narrative for Intercom's AI-first Helpdesk vision - what it means, why it matters, and why Intercom is uniquely positioned to deliver it - and bring it to market in a way that reshapes how buyers think about the category

• Partner with Product on how we communicate product investment and progress to existing customers - turning roadmap momentum into customer confidence that retains and expands accounts

• Build crisp, high-impact narratives and enablement that sales actually uses and establishes confidence

• Work closely with Customer Success and Account Management to ensure messaging lands with the customers who need to hear it most

• Create high-quality core PMM assets yourself: web pages, first call decks, narratives and scripts launch materials

• Maintain the core ‘brain’ of PMM context that feeds our AI-first approach

• Lead launches and go-to-market moments, working cross-functionally to deliver crisp messaging that fits for sales, campaigns and content needs

• Drive cross-functional alignment on what we're saying, why, and how it shows up everywhere - from the website to the sales deck to the customer email

Requirements:

• 5+ years in product marketing, ideally in B2B with a track record of shaping how complex products are understood in market

• You've owned a core product area end-to-end - from ICP and positioning through to launches and field enablement

• You've worked in fast-moving environments where the product ships faster than the messaging can keep up - and found a way to move at that pace without losing quality

• Experience with customer retention or expansion motions is a strong plus

• You think and write with precision - Excellent written communication - you write crisp briefs, sharp narratives, and synthesis memos that drive alignment

• Strong editorial judgment - you know the difference between a sharp positioning statement and marketing language that means nothing

• You push back on vague claims and force specificity - in your own work and in others'

• You're product-obsessed and technically engaged - You read the docs, use the product, and dig into the tech before you craft a single message

• You're genuinely curious about AI - not just as a talking point, but as something you think about, experiment with, and engage with constantly

• You use AI tools fluently in your own work and are always looking for new ways to move faster and think sharper

Attributes:

• Ambitious and competitive - you set a high bar, think big, and want to win. You'll go the extra mile and you're motivated by building something that leads the market.

• Confident and decisive - you back yourself, optimise for progress over consensus, and value momentum. You ask for forgiveness, not permission.

• Curious and intellectually engaged - you're always learning, experimenting, and asking why. You keep up with AI's pace and use it to improve how you work.

• Tasteful and creative - you understand what connects emotionally with people and draw on design, culture, and craft to create ideas that resonate.

• Impatient and change-oriented - you hate slow and work to fix the root cause. You thrive in ambiguity and love building something new.

Benefits:

• Competitive salary and equity in a fast-growing start-up

• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

• Regular compensation reviews - we reward great work!

• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.

• Pension scheme & match up to 4%

• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

• Flexible paid time off policy

• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too

• MacBooks are our standard, but we also offer Windows for certain roles when needed