Principal Product Marketing Manager

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.

What’s the opportunity?

This is a senior IC role for someone who wants to operate at the center of product, AI, sales, and strategy. You’ll shape the stories the market hears, the narratives sales teams use, and the way we explain a very technical product to customers who are trying to make sense of the AI shift. You’ll work directly with product, engineering, sales leadership, and the marketing team. You’ll be hands‑on with the product and the tech. You’ll own major moments like launches, new narratives, pricing shifts, and enablement pushes. 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 the new way PMM works.

What will I be doing?

• Lead positioning and messaging for major product areas, from first principles through market‑ready narratives
• Partner daily with Product and Engineering to translate complex AI technology into simple stories customers understand
• Build crisp, high‑impact enablement that sales actually uses : pitch decks, demos, battlecards, talk tracks
• Be deeply customer obsessed. Listen to calls, study patterns, and turn raw customer signals into clear insights that shape what we say
• Create high‑quality PMM assets yourself : pages, scripts, briefs, internal narratives, videos
• Drive cross‑functional alignment on what we’re saying, why, and how it shows up everywhere
• Lead launches and go‑to‑market moments, working with full‑stack marketers, content, and DG teams
• Raise the bar on PMM craft by modeling strong writing, clarity, taste, and technical understanding

What we’re looking for

This is a role for someone who is a hybrid : part strategist, part storyteller, part technologist. You should be able to move between customer insight, product detail, competitive analysis, and creative expression without friction.

You bring :

Experience Required :

Attributes we’re looking for

Skills we’re looking for

The base salary range for candidates within the San Francisco Bay Area is $200,000 - $240,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). We also provide a full benefits package to all regular employees.

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.

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