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? The company opportunityIntercom is a very rare company. We are a 13-year-old SaaS company that transformed into an AI company by betting on AI very early, and risking everything. We rebuilt from first principles: strategy, roadmap, how we build software, and how we go to market. We are on a huge growth trajectory, with an industry-leading AI product. Q2 2025 was our largest revenue quarter ever. This role is a senior leadership position, reporting directly into the SVP of Messaging and Content. The person will play a major part in shaping our product marketing discipline, and by extension, our ability to win in this new market.The roleWe believe Marketing is undergoing a significant transformation, driven by (1) the changes AI is bringing to product development, (2) the new AI tools at a marketers disposal, and (3) a requirement for marketers to be more technical than ever before. We believe there is a new way of marketing emerging, and we're hiring this role to help us invent and evolve new, better ways to market Fin and Intercom.The Head of Product Marketing is responsible for positioning our products, translating complex AI technology into compelling narratives, and ensuring we are differentiated in a rapidly evolving, highly competitive market. You will lead the PMM team to drive category definition, product launches, competitive intelligence, sales enablement, and customer proof.This is a highly strategic role, involving daily interaction with Product, Engineering, Sales, and frequent engagement with the Exec team.Intercom is a very creative company, we pride ourselves on inventing new ways to do things, and this role is therefore a creative one.What will I be doing? Own product positioning and messaging, ensuring we have one clear market story.Define and evolve category narrative, working across leadership to create alignment.Lead go-to-market strategy for new products and features to launch execution.Build differentiated competitive intelligence and equip sales with clear, sharp positioning.Partner with Content, Brand, and Demand Gen to ensure consistency and impact across channels.Drive clarity and precision in how we explain Fin and Intercom's technical advantages to both technical and business audiences.Lead, grow, and up-level a team of high-agency marketers.What skills do I need? Extensive experience in product marketing at top-tier companies, ideally in high-growth B2B SaaS or AI.Proven ability to launch and scale category-defining products.Demonstrated track record in positioning, packaging, and competitive strategy.Experience marketing technical products and translating deep technical advantages into compelling stories.Strong leadership experience: building adaptable, experimental, and high-output teams.What we're looking forYou are a hybrid of marketer, technologist, and strategist. You love learning how products work and translating that into stories that resonate. You're impatient with slow progress, thrive in ambiguity, and see opportunity where others see complexity.AttributesAmbitious - You want to have a very successful career. You want to stand out in your field and be the best you can be. You think big. The companies that will win in AI will all be very ambitious.Competitive - You want to win. You'll always go the extra mile to do what it takes. This is a highly competitive time, AI makes it easy to start new companies, copy features, and be in the game quickly.Confident - You're willing to be wrong. You don't look for approval. You back yourself and your team. You prioritize progress and shipping over slowing things down to get leader input. You ask for forgiveness, not permission.Curious - You want to learn. You're constantly reading, trying new technology, and asking why things are the way they are. You seek new ideas and better ways of working.Someone Who Delivers Great Work - You have high output that passes our standards. You make every day count. You don't like any day where something wasn't made, built, or shipped. You put no value on docs or meetings for their own sake. You reliably ship.A Hard Worker - You want to work. You love work. You find great meaning in work. This is a time of hard work-competitors are working very hard, and we must too.Intellectually Engaged - You use your brain to the absolute maximum. AI is moving fast and it's technical. You need full brain power and full attention to keep up.Internet-Native - You live in the medium you build. You understand how digital culture works, what resonates, and what feels outdated. The medium is changing fast-what worked before doesn't work anymore. You can't be successful with a technology you don't personally use and understand.Someone With Taste - The hardest thing to measure, maybe the most important thing on this list. You understand the zeitgeist and stay on top of trends. You use your experience to deliver things that deeply resonate emotionally with people. You grow your experience by immersing yourself in art, design, and culture.Technical - You're passionate about technology. You love learning how it works. You try new products to understand them. This is a technical time-you need to understand the technology you're helping support.Impatient - You optimize for shipping. You believe all that matters is what exists outside our office walls. You hate when we're slow and work hard to eradicate the root causes.Someone Who Loves Change - You thrive in ambiguity. You love leading people through transformation and building something new and better.SkillsResearch - You can do research to understand customers, stakeholders, and what they need, think, and do. You apply the same research mindset to internal customers-what does a sales rep need? What blockers does a Marketing Generalist face?Communication (Especially Writing) - You're excellent at communicating ideas clearly. You write crisp briefs, synthesis memos, and updates that drive alignment. You know when to write and when to talk.Critical Thinking - You reason from first principles. You don't accept "that's how it's always been done." You question assumptions and find better ways forward.Creativity - You come up with new ideas and new ways of doing things. You see connections others miss. You're not constrained by how things worked before.Collaboration - You work well across functions. You build trust quickly. You make other people better and more effective.Relationship Building - You're good at making connections and building relationships-from internal stakeholders to customers to external partners.Analysis - You measure whether what you're doing is having impact. You use data to make decisions and iterate quicklyBenefits We are a well-treated bunch, with awesome benefits If there's something important to you that's not on this list, talk to us Competitive salary and equity in a fast-growing start-upWe serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchenRegular compensation reviews - we reward great workPension scheme & match up to 4%Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependentsFlexible paid time off policyPaid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved onesIf you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage tooMacBooks are our standard, but we're happy to get you whatever equipment helps you get your job done
Policies 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.Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.