Intercom is the leading AI customer service company, and we need a Sr Manager, Web Product Storyteller to own and evolve how we tell our product story across our website. This is a senior-level, strategic role at the intersection of product marketing, web strategy, design/UX, and conversion optimization—focused on ensuring our website is the most compelling, high-performing showcase of our AI customer service solutions.
You’ll oversee the strategy, execution, and continuous optimization of our product storytelling on the web, managing a team of two and collaborating cross-functionally with product, marketing, design, growth, and content teams. If you're a senior product marketer with deep storytelling, copywriting, and web expertise who knows how to craft differentiated, high-impact narratives that convert visitors into customers, this role is for you.
What You’ll Do
- Own and drive the product story across Intercom’s website, ensuring a clear, compelling, and high-converting narrative that differentiates Intercom from the competition.
- Oversee and lead a team of two, providing strategic direction, mentorship, and execution support.
- Develop and implement a scalable web content strategy, optimizing for engagement, conversions, and revenue impact.
- Define messaging for new features and updates, ensuring they’re effectively positioned on the website.
- Partner closely with product marketing, growth, design, and engineering to evolve the site’s user experience and conversion flows.
- Use data and experimentation to refine messaging and page performance, balancing creative storytelling with measurable impact.
- Champion a best-in-class web experience that differentiates Intercom in the AI-powered customer service space.
- Drive alignment across teams to ensure messaging consistency, clarity, and brand voice across all web touchpoints.
What We’re Looking For
- 7-10+ years of experience in product marketing, web content strategy, or digital storytelling, ideally in B2B SaaS.
- Outstanding writer & storyteller. This is a non-negotiable.
- Proven leadership experience, with a track record of managing and growing a team.
- Deep expertise in web strategy, content, and conversion optimization, with a focus on product storytelling.
- A strong understanding of AI and customer service technologies (or the ability to learn quickly).
- Exceptional storytelling & communication skills—you know how to turn complex products into crisp, compelling narratives that drive engagement, with an ability to verbally communicate & sell-through your ideas to executives.
- A data-driven mindset, with experience using analytics, A/B testing, and CRO tools to refine web content performance.
- Experience leading cross-functional projects, partnering with growth, design, and product teams to create seamless web experiences.
- The ability to balance strategic thinking with hands-on execution, ensuring our website remains a high-performing growth channel.
- Extraordinarily high attention to detail to uphold Intercom’s extremely high standards in execution and creativity.
- An execution machine. PMM at Intercom are in the business of getting shit done and this is a hands-on role, not a people manager-only role.
- Proven track record of partnering with product, web, design teams to contribute to product and web strategy.
- Comfortable collaborating with executives, often under pressure.
- Thrive in a fast-paced, fluid environment.
Benefits
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-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, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
