Senior Product Marketing Manager

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity?

At Fin, we believe AI agents and human support teams will work symbiotically as one team in one system, increasingly directed by AI, with humans elevated to higher-level roles and engaging directly with customers only in complex, high-stakes moments. So we built Fin to be natively integrated with the Intercom helpdesk, and are completely rethinking what a Helpdesk product should be when Agents do 90%+ resolution. We’re also building exciting new products and capabilities around how human teams collaborate with, are assisted by, and supervised by the AI agent so that they can deliver great customer experiences. This PMM role will lead PMM for our Intercom helpdesk, loved by over 30k customers, and lead on how to market new capabilities that help human support teams deliver great experiences, with help and guidance from AI Agents. You'll 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'll work directly with product, engineering, sales leadership, and the wider marketing team. This is a builder role for someone who wants to work fast, think from first principles, and help shape the future of PMM at Fin

What will I be doing?

Shape the ICP and audience for the Intercom helpdesk and additional products for teams - who we're talking to, what their pains are, and what makes them choose us Own core messaging and 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 Define and build the external narrative for the AI-first Helpdesk - what it means, why it matters, and why Fin 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, GTM and Lifecycle 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 enablement that sales and customer success teams actually use to sell with confidence. Work closely with GTM teams to ensure messaging lands with the customers who need to hear it most Be deeply customer-obsessed - sit with customer support teams, study how they evaluate and adopt, and turn signal into clear insight that shapes what we say Lead launches and go-to-market moments for new products and capapbilties releases, working across the company to deliver impactful launch moments that drive mindshare and pipeline Create high-quality core PMM assets yourself: web pages, first call decks, narratives and scripts launch materials. And maintain the core ‘brain’ of PMM context that feeds our AI-first approach What we're looking for This role is for someone who is a hybrid: part strategist, part storyteller, part technologist. You move between customer insight, product detail, competitive analysis, and creative expression without friction. You've done this before 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 You operate at the intersection of strategy and execution You don't hand off strategy and wait - you take it all the way to the asset, the launch, the field Strong judgment and the ability to work independently on large, high-stakes initiatives A systems thinker who builds messaging architectures and frameworks others can use, not just one-off assets You work well across functions, build trust quickly, and make the people around you more effective Attributes we're looking for 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 somethin