What's the opportunity?
At Fin, we believe every business needs an AI Agent for their customers and an AI Agent for their team. For customer experience teams, AI Agents are moving far beyond customer communication, to doing the vast majority of complex customer operations work and moving beyond taking direction from the human team, to giving direction, coordinating and undertaking work under human supervision.
We built and launched Operator this year - an internal Agent for customer operations. Operator deeply understands everything happening in a business's customer experience, finds the insights and areas for improvement, delivers recommendations, and makes the changes itself with permission. It’s a new category of Agent and is a hit with our customers.
This highly strategic role owns the end to end PMM work for Operator, working across product, marketing, GTM and leadership. You'll build the narrative, the positioning, and the go-to-market that makes Operator the next wildly successful product from Fin.
What will I be doing?
- Build the external narrative for Operator and bring it to market in a way that creates and shapes the category for the industry
- Shape and refine the ICP and audience for the Operator- 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
- Be deeply customer-obsessed - spend time with customers, study how they evaluate and adopt, and turn signal into clear insight that shapes what we say
- Lead launches and go-to-market moments, working cross-functionally to deliver crisp messaging that fits sales, campaigns, and content needs, delivering mindshare for Fin and pipeline for
- Build crisp, high-impact narratives and enablement that sales actually uses - including the discovery questions, objection handling, and competitive positioning and work closely with GTM teams to ensure messaging lands with the customers who need to hear it most
- Create high-quality core PMM assets yourself: web pages, first call decks, narratives, scripts, demos, and 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. Above all, you can take something the market has no name for and make it obvious.
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 marketed something genuinely new - a product or capability with no clear comparison set - and built the narrative that gave buyers a way to think about it
- You've owned a product area end-to-end - from ICP and positioning through to launches and field enablement
- You're comfortable with technical depth: automation, workflows, analytics, agent behaviour, and the mechanics of how a product actually does the work
- Experience with usage-based or consumption pricing, or with selling operational change rather than a feature set, is a strong plus
- 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
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
- 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.
#LI-Hybrid
