Senior Forward Deployed Product Manager

Senior Forward Deployed Product Manager role at Intercom. Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Fin, the AI agent, lets businesses deliver always-on, impeccable customer service and transform customer experiences. Fin can be combined with the Intercom Helpdesk to form the Intercom Customer Service Suite, which provides AI-enhanced support for more complex or high-touch queries that require a human agent. Intercom was founded in 2011 and serves nearly 30,000 global businesses. We push boundaries, build with speed and intensity, and deliver value to our customers.

What's the opportunity? Over the last year, there's been rising demand for product people who work closely with strategic customers to bridge their business goals with our AI Agent for Customer Service, Fin. As a Forward Deployed Product Manager (FDPM), you'll partner with strategic customers to understand their needs and design high-impact solutions that drive real business value. You'll sit at the intersection of customer success, solution engineering, and product development, lead deployments of the Fin AI agent, scope and implement custom solutions, and influence the R&D roadmap by turning insights into scalable product improvements. You'll also help shape the forward-deployed motion at Intercom. This is a high-ownership role for a creative, customer-obsessed product manager who thrives in fast-paced, ambiguous environments and enjoys bridging technical execution and real-world impact.

• Drive the adoption of Fin by helping prospects unlock Intercom's AI capabilities to automate and scale their support operations.
• Embed deeply with strategic customers to understand their business challenges and technical requirements; provide them with insights to achieve outstanding results with Fin.
• Identify and solve blockers to implementation, whether through product configuration, light custom development, or cross-functional coordination.
• Collaborate with Sales, Success, and Product teams to ensure seamless customer experiences and project success.
• Translate frontline insights into scalable product features, collaborating with R&D teams to shape the product roadmap.
• Develop repeatable deployment playbooks and patterns to reduce implementation friction for future customers.
• Contribute to and evolve the Forward Deployed Product Management function within Intercom.
• You should be willing to travel and work on-site with customers to build strong relationships and deeply understand their needs.

• Experience: 4+ years of product management with a track record of shipping impactful products.
• Leadership: Experience leading a team.
• Customer centricity: Deep customer empathy with a strong bias for action—solving real problems and delivering measurable results.
• Communication: Ability to explain complex topics clearly to technical and non-technical audiences.
• Product Marketing: Ability to articulate product value to internal stakeholders and external customers.
• Navigating Ambiguity: Thrive in ambiguous, fast-changing environments; switch between creative and analytical thinking.
• Cross-functional collaboration: Navigate organizational boundaries to achieve the best outcomes for customers and Intercom.
• Systems Thinking: Holistic view of how components, workflows, and stakeholders interact.
• Technical fluency: Ability to discuss APIs, SaaS infrastructure, LLMs, and low-code tooling with engineers and customers; comfortable onboarding customers to technical configurations.
• Operational rigor: Highly organized and able to manage multiple deployments and priorities.

• Experience in startup or B2B SaaS environments.
• Experience working directly with enterprise customers on bespoke implementations.
• Background in technical consulting, solutions engineering, or customer success.

• Competitive salary and equity in a fast-growing startup
• Lunch provided on weekdays, snacks, and a fully stocked kitchen
• Regular compensation reviews
• Pension scheme with up to 4% match
• Life, health, and dental insurance for you and dependents
• Flexible paid time off
• Paid maternity leave and six weeks of paternity leave
• Cycle-to-Work scheme with secure bike storage
• MacBooks standard; Windows available for certain roles

Intercom has a hybrid working policy. In-person collaboration is encouraged, with flexibility to work from home. Employees are expected to be in the office at least three days per week. We foster a radically open and accepting culture and do not advocate on behalf of the company or employees on social or political topics in internal or external communications. We respect personal opinion and expression on personal platforms. Intercom values diversity and is committed to Equal Employment Opportunity; we do not discriminate based on race, color, religion, creed, national origin, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, marital status, or any other protected basis under law.

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