Principal Product Marketing Manager – Intercom
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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.
Responsibilities
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
Qualifications
Deep experience in B2 B product marketing and a track record of shaping how complex products are understood in the market
Ability to research patterns, synthesize insights, and frame a narrative that cuts through noise
Great writing and communication skills
Comfort working directly with execs and product leaders
Strong judgment and the ability to work independently on large, high‑stakes initiatives
A genuine interest in AI technology and a willingness to get‑on with the product
Taste.
You know what good looks like and you can explain why
Experience Required
Proven experience owning major PMM work end to end for complex products
Already working in the "new way" of marketing: fast, creative, non‑cookie‑cutter
Background in fast‑growing startups or high‑velocity environments
Attributes we're looking for
Ambitious & Competitive – You want a very successful career, think big, set a high bar, and always go the extra mile.
Confident & Decisive – Back yourself and your team, take risks, and optimize for progress over consensus.
Curious & Intellectually Engaged – Always learn, read, experiment, and ask why.
Delivers Great Work & Works Hard – Reliable shipping, daily impact, and a relentless drive.
Technical & Internet‑Native – Comfortable with technology, products, and digital culture.
Tasteful & Creative – Inspired by design, art, and culture to create resonant ideas.
Impatient & Change‑Oriented – Thrive in ambiguity, fix root causes, and lead transformation quickly.
Skills We're Looking For
Communication (Especially Writing) – Clear briefs, memos, and updates that drive alignment.
Creativity – New ideas and ways of doing things.
Critical Thinking – Reason from first principles, challenge assumptions.
Research – Understand customers, stakeholders, and internal needs.
Collaboration – Build trust quickly and make others more effective.
Relationship Building – Connect across functions, customers, and partners.
Analysis – Measure impact, use data to decide and iterate.
Benefits
Competitive salary and equity in a fast‑growing start‑up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews – we reward great work
Pension scheme & match up to 4%
Peace of mind with life assurance, and comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, and 6 weeks paternity leave for fathers
Cycle‑to‑Work Scheme with secure bike storage
Mac Books are our standard, but we're happy to provide 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.
Our policy is not to 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 personal social platforms during 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.
Equal Employment Opportunity
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.
Location
Dublin, County Dublin, Ireland
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