Director, Product Marketing

Overview 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 transform their customer experiences for the better. Fin can 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.
Company Bet the entire company on AI over 2.5 years ago, completely changing our product strategy and execution.
Built a full AI stack, including the best RAG system for our category and custom models trained on millions of customer interactions.
Executed a full Intercom rebrand, inventing a new style anchored in futurism and art.
Redesigned pricing from first principles to be customer first and introduced outcome‑based pricing.
Split Fin and our Helpdesk into two separate products to enable independent sales.
Redesigned how we build software, fundamentally changing how our product and engineering teams work.
Product Fin is our flagship product, an AI Agent for Customer Service. It delivers outstanding customer service across a wide range of queries and channels, building on a proprietary stack that includes a sophisticated RAG system and custom models. When Fin can’t answer, it hands off to the human team, who work in our Helpdesk to provide excellent human support. We are early in executing on a new vision for Fin, where Fin will expand to become a full Customer Agent, managing all customer communications to deliver an unparalleled customer experience.
The Role The Director of PMM will manage specialist PMMs and full‑stack marketers, working across PMM, content, and advocacy. They will own core PMM artifacts: positioning, messaging house, and sales enablement content. The role involves translating complex customer requirements and AI technology into compelling market stories and working daily with product, engineering, and AI teams. A highly creative leadership position.
Responsibilities Lead and develop the PMM team, including specialist PMMs and full‑stack marketers.
Own and evolve key PMM artifacts: positioning, messaging house, and sales enablement content.
Translate complex customer requirements and AI technology into compelling market stories.
Collaborate daily with product, engineering, and AI teams to align messaging and positioning.
Drive marketing strategy for Fin and related products, ensuring cohesive go‑to‑market execution.
Experience Required Proven experience leading Product Marketing teams.
Experience in fast‑growing startups or high‑velocity environments.
Already practicing aspects of the “new way” of marketing—creative, fast, anti‑cookie cutter.
What We're Looking For Ambitious & competitive: high bar for success and willingness to go the extra mile.
Confident & decisive: self‑reliant, cautious of approval seeking, and momentum‑oriented.
Curious & intellectually engaged: constant learner and experimenter, exploring AI tools.
Delivers great work & works hard: reliable shipping, data‑driven, and effort‑focused.
Technical & internet‑native: deep understanding of technology and digital culture.
Tasteful & creative: design‑savvy and emotionally resonant.
Impatient & change‑oriented: beats slow processes, thrives in ambiguity.
Skills Research: deep customer and stakeholder insight.
Communication (especially writing): clear briefs and synthesis memos.
Critical thinking: first‑principles reasoning.
Creativity: innovative idea generation.
Collaboration: cross‑functional trust building.
Relationship building: internal and external stakeholder connections.
Analysis: measurement, data‑driven decisions, rapid iteration.
Benefits Competitive salary and equity in a fast‑growing start‑up.
Lunch served every weekday, plus snack foods and a fully stocked kitchen.
Regular compensation reviews.
Pension scheme & match up to 4%.
Life assurance and comprehensive health and dental insurance for you and dependents.
Flexible paid time off policy.
Paid maternity leave and 6‑week paternity leave.
Cycle‑to‑Work scheme with secure bike storage.
Standard MacBooks; Windows available for certain roles.
Policies Intercom has a hybrid working policy: employees should be in the office at least three days per week, with flexibility for remote work. We foster a radically open and accepting culture, avoiding divisive topics in internal or external communications. Intercom values diversity and is committed to a policy of Equal Employment Opportunity, complying with all federal, state, and local laws.

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