Principal Product Marketing Manager - Product Storyteller

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.

Intercom is the leading AI customer service company, and we need a Principal, 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.

The Principal PMM will own and evolve how we tell the story of Fin. This is a senior, strategic, and hands-on role that sits at the heart of how we market Fin—ensuring its power, breadth, and differentiation are unmistakably clear across every customer and market touchpoint.

You’ll shape and scale the Fin narrative across a GTM workstream model—including web, brand, DG, launch and community events, vertical campaigns, enterprise, sales enablement, and product. Your storytelling will inform high-impact assets, guide positioning & messaging decisions, influence product roadmap, and shape creative executions. You will work closely with senior leadership, including C-suite, across the organization, making strategic decisions that direct our GTM motion.

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.

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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