Principal Product Marketing Manager

Senior Manager, Product Marketing - Product Storyteller
Dublin, Ireland
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.
The Role
Intercom is the leading AI customer service company, and we need a
Sr Manager, Product Storyteller
to own and evolve how we tell our product story across our website.
This is a
senior-level, strategic role
at the intersection of
product marketing, web strategy, design/UX, and conversion optimization
—focused on ensuring our website is the most compelling, high-performing showcase of our AI customer service solutions.
You'll oversee
the strategy, execution, and continuous optimization of our product storytelling on the web
, managing a team of two and collaborating cross-functionally with product, marketing, design, growth, and content teams.
If you're a
senior product marketer with deep storytelling, copywriting, and web expertise
who knows how to craft differentiated, high-impact narratives that convert visitors into customers, this role is for you.
What You'll Do
Own and drive the product story across Intercom's website
, ensuring a clear, compelling, and high-converting narrative that differentiates Intercom from the competition.
Oversee and lead a team of two
, providing strategic direction, mentorship, and execution support.
Develop and implement a scalable web content strategy
, optimizing for engagement, conversions, and revenue impact.
Define messaging for new features and updates
, ensuring they're effectively positioned on the website.
Partner closely with product marketing, growth, design, and engineering
to evolve the site's user experience and conversion flows.
Use data and experimentation to refine messaging and page performance
, balancing creative storytelling with measurable impact.
Champion a best-in-class web experience
that differentiates Intercom in the AI-powered customer service space.
Drive alignment across teams
to ensure messaging consistency, clarity, and brand voice across all web touchpoints.
What We're Looking For
7-10+ years of experience
in product marketing, web content strategy, or digital storytelling, ideally in
B2B SaaS
.
Outstanding writer & storyteller.
This is a non-negotiable.
Proven leadership experience
, with a track record of
managing and growing a team
.
Deep expertise in web strategy, content, and conversion optimization
, with a focus on product storytelling.
A strong understanding of AI and customer service technologies
(or the ability to learn quickly).
Exceptional storytelling & communication skills
—you know how to turn complex products into crisp, compelling narratives that drive engagement, with an ability to verbally communicate & sell-through your ideas to executives.
A data-driven mindset
, with experience using analytics, A/B testing, and CRO tools to refine web content performance.
Experience leading cross-functional projects
, partnering with growth, design, and product teams to create seamless web experiences.
The ability to balance strategic thinking with hands-on execution
, ensuring our website remains a high-performing growth channel.
Extraordinarily high attention
to detail to uphold Intercom's extremely high standards in execution and creativity.
An execution machine.
PMM at Intercom are in the business of getting shit done and this is a hands-on role, not a people manager-only role.
Proven track record
of partnering with product, web, design teams to contribute to product and web strategy.
Comfortable collaborating with executives,
often under pressure.
Thrive in a fast-paced, fluid environment.
We are a well treated bunch, with awesome benefits
If there's something important to you that's not on this list, talk to us
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
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're happy to get you whatever equipment helps you get your job done
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.
Accepted file types: pdf, doc, docx, txt, rtf
Enter manually
Accepted file types: pdf, doc, docx, txt, rtf
Are you authorised to work in the country in which this role is located?
(Intercom sponsors immigration for some roles so we encourage you to still apply if you require sponsorship.) * Select...
Current Location * Select...
NOTE
for US locations : A "Metro" selection means that you live 75 miles (straight line radius) from the metropolitan geographic city center zip code.
Are you willing to relocate?
* Select...
Current or most recent company?
*
Have you previously worked for Intercom?
* Select...
LinkedIn Profile
How did you hear about this job?
What excites you most about this opportunity?
Which Intercom value resonates most with you and why?
(Our values can be found on our Careers Page)
We work under a hybrid in-office model.
Are you willing to work from our office location 3 days per week?
* Select...
Please email me about future job openings * Select...
Do you have 7+ years in web strategy, content, and conversion optimization, with a focus on product storytelling.
* Select...
How many direct reports are you currently managing?
*
#J-18808-Ljbffr