Why This Job is Featured on The SaaS Jobs
This role sits at a timely intersection in SaaS: customer advocacy as a credibility engine for an AI-first support product. With Fin positioned as a flagship AI agent, the work is anchored in turning real-world outcomes into assets that influence how a category is understood, which is increasingly important as SaaS buyers scrutinise claims and look for proof across the funnel.
From a SaaS career perspective, the remit builds durable skills in how modern go-to-market teams operate when product narratives evolve quickly. It combines customer research, editorial storytelling, lightweight production, and operational rigour, plus exposure to the systems that connect Sales, Success, Product Marketing, and Product. The emphasis on AI-augmented workflows also reflects a broader shift in SaaS marketing toward higher output with tighter feedback loops and reusable processes.
The position fits a marketer who prefers end-to-end ownership and measurable shipping over narrow specialisation. It will suit someone who enjoys earning trust with customers, translating complex product impact into clear narratives, and improving the machinery behind content production. A generalist mindset and comfort moving between creative work and process design appear central to success here.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Intercom is the AI Customer Service company on a mission to help businesses deliver incredible customer experiences.
Fin is our flagship AI Agent for Customer Service. It’s already transforming support teams and we’re early in executing on an expanded vision where Fin becomes a full Customer Agent, expertly managing customer communications across the entire journey.
What's the opportunity?
We're looking for a generalist marketer to join a small, high-output team that turns real customer success into the content that shapes perception, fuels sales, and drives belief in Fin.
Customer evidence is one of the most powerful ways Intercom builds trust in a category we're defining. In a market full of AI hype, our best proof is our customers: their results, their stories, their voices.
This is a maker role. You'll build customer stories end-to-end: finding the narrative, conducting interviews, writing compelling copy, producing video scripts, and getting the final product out the door in formats that work across web, social, sales enablement, and launches. You won't wait for someone else to handle a step. You'll own the full journey from relationship to published proof.
We believe the best marketing teams are filled with generalists who can stretch across formats and functions. In advocacy, that means you're equal parts storyteller, relationship-builder, systems operator, and creator. You'll use AI tools to move faster, raise quality, and invent new ways to surface and share customer evidence.If you're a strong writer who's excited about building relationships with customers, and genuinely energised by what AI can unlock, we want to hear from you.
What will I be doing?
The work here moves fast, and so will your role. The projects and priorities below reflect where we are today. They'll evolve as the team, the product, and the market do. What stays constant is the type of work: growing relationships, building systems, telling stories, running campaigns, and shipping. If you need a fixed job description to thrive, this isn't the right fit. If you're energised by variety and pace, read on.
Operate and improve the advocacy engine
- Develop repeatable sourcing workflows across Sales, CS, and PMM to keep the story pipeline full.
- Create reusable templates, kits, and tools so the team can produce evidence at speed without reinventing the wheel every time.
- Help build and maintain the systems that make the engine run - evidence pipelines, permissions tracking, content libraries, and self-serve discovery tools. You'll work in Coda, Salesforce, and new AI solutions to keep the machine humming.
Tell powerful customer stories
- Tell the story of what customers achieve with Fin through clear, compelling content that shows what's real and why it matters.
- Extract transformation arcs, not just stats. The best stories show a before and after that people feel.
- Write. A lot. Sharp, clear narratives that make complex outcomes feel simple and stories feel human across long-form case studies, short-form social proof, sales-ready slides, event materials and other experimental formats.
- Produce video content - from planning shoots to directing interviews to working with editors on the final cut. You don't need to be a professional videographer, but you need to be willing to roll up your sleeves and make it happen.
Run campaigns that generate proof
- Own and grow advocacy programs that encourage user-generated content and public storytelling moments.
- Run and optimise review site campaigns across G2 and TrustRadius - outreach, incentives, response management, and leveraging awards and rankings.
- Design gifting and recognition initiatives that turn happy customers into vocal advocates.
Make sure evidence is used, not just created
- Partner with Sales, PMM, Product, and Brand to align customer stories with launches, campaigns, and competitive positioning.
- Embed proof into deal cycles, outbound sequences, and sales enablement. Evidence only has value when it's seen.
- Build trusted relationships with customers to unlock public storytelling, testimonials, and co-marketing opportunities.
- Manage the details, like permissions, approvals, logo rights, client sign-offs, with persistence and care.
Design AI-augmented workflows.
- Build prompt frameworks and semi-automated systems that increase output without sacrificing quality.
- Continuously experiment with new tools and workflows. If something can be faster, make it faster.
Ship consistently
- What matters most is output. Every week something meaningful should be built, refined, or launched.
Travel regularly
- This role will likely require quarterly travel for company events, team offsites, and customer meetings, including international travel at times. You should be comfortable traveling as part of the job and able to do so when needed.
What skills do I need?
Writing is non-negotiable. You're a clear, compelling writer. You can take a messy transcript and turn it into a story people want to read. You understand narrative structure, tone, and how to write for different audiences and formats.
You're a relationship-builder. You're warm, genuine, and good at earning trust with customers, with internal stakeholders, and with anyone you need to collaborate with to get a story across the line. You’ve worked in customer facing roles such as customer service, sales or success.
You're a systems thinker. You see how processes connect and where they break. You're energised by building repeatable workflows that make the whole team faster, not just yourself.
You're AI-native. You already use AI tools in your work or personal projects. You're excited about what AI can do for content creation, research, and operational efficiency. You don't need to be convinced, you're already there.
You're a maker. You don't stop at the strategy slide. You build the thing, ship the thing, and iterate. You're proud of your output and you want every day to produce something that left the building.
You're comfortable with video. You don't need a production background, but you need to be willing to sit across from a customer, and help tell their story visually.
You're scrappy and fast. You thrive when things are moving quickly and changing often. You'd rather ship at 80% and iterate than wait for perfection.
Attributes we're looking for
- Curious. You read widely, try new tools constantly, and ask "why" before accepting how things are done.
- Ambitious. You want to build a meaningful career in marketing and you think this is the moment to go deep on AI.
- Competitive. You care about winning for the team, for the company, and for the customers whose stories you tell.
- Confident. You back yourself. You don't wait for permission to start.
- Impatient. Slow processes frustrate you. You'd rather fix them than complain about them.
Bonus Experience
- You have experience working in or with technical product teams.
- You’ve helped run omnichannel campaigns or supported paid/earned activation
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 meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for employees, friends, and family!
*Proof of eligibility to work in the United States is required.
The base salary range for this role is targeted at $112,000 - $133,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. 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).
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