Senior Product Marketing Manager

The role

This role leads product marketing for Intercom's helpdesk, which is used by a large base of support teams, and covers how the company markets new features that let human agents work alongside AI agents. It sits within the Fin business, now part of Salesforce, and works closely with product, engineering, sales leadership, and the broader marketing team.

What you would do

• Define the target customer profile and audience for the helpdesk and related products, including their pain points and buying triggers
• Own core messaging and keep it consistent across the website, sales materials, and customer email
• Build the external story for an AI-first helpdesk category and position Fin as the credible leader in it
• Coordinate with product, go-to-market, and lifecycle teams to communicate roadmap progress to existing customers in ways that support retention and expansion
• Create sales and customer success enablement that field teams will actually use
• Study how support teams evaluate and adopt tools, and convert those findings into positioning guidance
• Lead launches for new products and capabilities, aiming for visibility and pipeline impact
• Produce core PMM assets directly, such as web pages, sales decks, narratives, and launch scripts, and maintain the shared PMM knowledge base used by AI systems

What they asked for

• At least five years of product marketing experience, ideally in B2B software
• A track record owning a product area from positioning through launch and field enablement
• Experience working in fast-moving teams where messaging must keep pace with shipping
• Strong written communication, including briefs, narratives, and synthesis memos
• Editorial judgment that distinguishes sharp positioning from vague marketing language
• Comfort working independently on large, high-stakes initiatives and across functions
• Hands-on familiarity with the product, its documentation, and its technical details
• Active, practical use of AI tools in daily work

Nice to have

• Experience with customer retention or expansion marketing motions