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.

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 own major moments like launches, new narratives, pricing shifts, and enablement pushes. 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

We're looking 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

Deep experience in B2B 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 hands‑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 to have a very successful career. You think big, set a high bar for yourself, and want to win.

Confident & Decisive – You back yourself and your team. You’re willing to be wrong, you don’t seek approval, and you optimize for progress over consensus.

Curious & Intellectually Engaged – You’re always learning, reading, experimenting, and asking why things are the way they are.

Delivers Great Work & Works Hard – You reliably ship. You make every day count and don’t like days when nothing was made, built, or shipped.

Technical & Internet‑Native – You love technology, try new products, and understand how digital culture works, what resonates, and what feels.

Tasteful & Creative – You understand the zeitgeist and what connects emotionally with people.

Impatient & Change‑Oriented – You hate when things move slowly and work to fix the root causes.

Skills We’re Looking For

Communication (Especially Writing) – Excellent at communicating ideas clearly. Write crisp briefs, synthesis memos, and updates that drive alignment.

Creativity – Come up with new ideas and ways of doing things. See connections others miss.

Critical Thinking – Reason from first principles. Question assumptions and find better ways forward.

Research – Understand customers, stakeholders, and what they need, think, and do.

Collaboration – Work well across functions. Build trust quickly and make other people better and more effective.

Relationship Building – Build connections with internal stakeholders to customers to external partners.

Analysis – Measure impact. Use data to decide and iterate quickly.

Benefits

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 provide a full benefits package to all regular employees.

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.

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.

#J-18808-Ljbffr