What's the opportunity?
At Fin, we believe AI agents and human support teams will work symbiotically as one team in one system, increasingly directed by AI, with humans elevated to higher-level roles and engaging directly with customers only in complex, high-stakes moments. So we built Fin to be natively integrated with the Intercom helpdesk, and are completely rethinking what a Helpdesk product should be when Agents do 90%+ resolution. We’re also building exciting new products and capabilities around how human teams collaborate with, are assisted by, and supervised by the AI agent so that they can deliver great customer experiences.
This PMM role will lead PMM for our Intercom helpdesk, loved by over 30k customers, and lead on how to market new capabilities that help human support teams deliver great experiences, with help and guidance from AI Agents. You'll shape how we talk to the 25,000+ businesses already using Intercom, build the narrative for an AI-first helpdesk era, and establish Intercom as the obvious choice for teams who want their AI agent and their human support layer working as one
You'll work directly with product, engineering, sales leadership, and the wider marketing team. This is a builder role for someone who wants to work fast, think from first principles, and help shape the future of PMM at Fin
What will I be doing?
- Shape the ICP and audience for the Intercom helpdesk and additional products for teams - who we're talking to, what their pains are, and what makes them choose us
- Own core messaging and drive cross-functional alignment on what we're saying, why, and how it shows up everywhere - from the website to the sales deck to the customer email
- Define and build the external narrative for the AI-first Helpdesk - what it means, why it matters, and why Fin is uniquely positioned to deliver it - and bring it to market in a way that reshapes how buyers think about the category
- Partner with Product, GTM and Lifecycle on how we communicate product investment and progress to existing customers - turning roadmap momentum into customer confidence that retains and expands accounts
- Build crisp, high-impact enablement that sales and customer success teams actually use to sell with confidence. Work closely with GTM teams to ensure messaging lands with the customers who need to hear it most
- Be deeply customer-obsessed - sit with customer support teams, study how they evaluate and adopt, and turn signal into clear insight that shapes what we say
- Lead launches and go-to-market moments for new products and capapbilties releases, working across the company to deliver impactful launch moments that drive mindshare and pipeline
- Create high-quality core PMM assets yourself: web pages, first call decks, narratives and scripts launch materials. And maintain the core ‘brain’ of PMM context that feeds our AI-first approach
What we're looking for
This role is for someone who is a hybrid: part strategist, part storyteller, part technologist. You move between customer insight, product detail, competitive analysis, and creative expression without friction.
You've done this before
- 5+ years in product marketing, ideally in B2B with a track record of shaping how complex products are understood in market
- You've owned a core product area end-to-end - from ICP and positioning through to launches and field enablement
- You've worked in fast-moving environments where the product ships faster than the messaging can keep up - and found a way to move at that pace without losing quality
- Experience with customer retention or expansion motions is a strong plus
You think and write with precision
- Excellent written communication - you write crisp briefs, sharp narratives, and synthesis memos that drive alignment
- Strong editorial judgment - you know the difference between a sharp positioning statement and marketing language that means nothing
- You push back on vague claims and force specificity - in your own work and in others'
You're product-obsessed and technically engaged
- You read the docs, use the product, and dig into the tech before you craft a single message
- You're genuinely curious about AI - not just as a talking point, but as something you think about, experiment with, and engage with constantly
- You use AI tools fluently in your own work and are always looking for new ways to move faster and think sharper
You operate at the intersection of strategy and execution
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- You don't hand off strategy and wait - you take it all the way to the asset, the launch, the field
- Strong judgment and the ability to work independently on large, high-stakes initiatives
- A systems thinker who builds messaging architectures and frameworks others can use, not just one-off assets
- You work well across functions, build trust quickly, and make the people around you more effective
Attributes we're looking for
- Ambitious and competitive - you set a high bar, think big, and want to win. You'll go the extra mile and you're motivated by building something that leads the market.
- Confident and decisive - you back yourself, optimise for progress over consensus, and value momentum. You ask for forgiveness, not permission.
- Curious and intellectually engaged - you're always learning, experimenting, and asking why. You keep up with AI's pace and use it to improve how you work.
- Tasteful and creative - you understand what connects emotionally with people and draw on design, culture, and craft to create ideas that resonate.
- Impatient and change-oriented - you hate slow and work to fix the root cause. You thrive in ambiguity and love building something new.
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!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- 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
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed
#LI-Hybrid
