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. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? You'll own the narratives that shape how Intercom wins in market: the stories the field uses in customer conversations, the narratives that power our campaigns, and the competitive strategy that helps us take and defend ground. This is a senior IC role. You drive impact through the quality of your thinking and your ability to move sales, enablement, and campaigns to execute with confidence. What will I be doing? Field and campaign narratives Own the narratives the field uses in market: purpose-built for how buyers evaluate and buy, not a watered-down message doc Co-create campaign approaches with Integrated Marketing and Campaigns: you own the messaging and narrative, they own channel strategy and execution Partner with Sales Enablement to raise the bar on how the field sells our product and platform, from launch narrative through to role-specific assets and training Identify gaps in field knowledge and confidence through data, call reviews, and rep conversations, and find ways to close them Sales plays and commercial growth Work with GTM strategy and commercial teams to identify growth opportunities : cross-sell, upsell, new places to sell existing products : and co-define play strategy grounded in white space analysis and buyer insight Own the messaging for each play; work with GTM Programs, Campaigns, and Enablement to develop the content and assets that bring it to life Test whether messaging is working - through field feedback, conversion signals, and rep confidence - and iterate quickly Solutions and persona messaging Build solutions-level messaging that goes beyond individual products to articulate the broader value of Intercom when capabilities work together Own how we navigate multiple buyer personas - ensuring each has a narrative that speaks to their priorities without fragmenting the overall message Create frameworks that give reps a sharper way into multi-stakeholder deals, flexing across personas without losing the platform story White space and competitive strategy Continuously identify where we're winning and where there's untapped opportunity - build the positioning, narrative, and campaigns to shape those opportunities Work with Research and GTM teams to run a sustainable competitive intelligence program - tracking moves, updating positioning, and keeping the field current without creating noise Operationalise competitive strategy so the field can act on it: battle cards, competitive plays, and objection handling Synthesise win/loss data, customer interviews, and market signals into strategic recommendations that feed back into product and ICP decisions What we're looking for You've done this before 7+ years in product marketing, solutions marketing, or competitive intelligence at a B2B SaaS company You've owned competitive strategy end-to-end - not just battle cards, but how a company positions itself against a moving market You've built field and campaign narratives that landed and can speak to what worked, what didn't, and why You've operated where product ships faster than messaging can keep up, and found a way to move at that pace without losing quality You ... (truncated, view full listing at source)