Senior Product Marketing Manager

Requirements

• 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 technica

Benefits

Additional Information

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey - from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's The Opportunity? The helpdesk is having its biggest moment in a decade. AI is transforming what a helpdesk can do - and Fin is the only company building a helpdesk and an AI agent as a single, integrated platform. This role is about owning that story: showing existing customers that we're investing deeply in the product they rely on, and establishing Fin's vision for what an AI-first helpdesk looks like to the broader market. This is a senior IC role for someone who wants to operate at the centre of product, AI, sales, and strategy. You'll own the positioning and messaging for Fin's Helpdesk product - connected with the product team, close to customers, and responsible for one of the most important narratives in the company: why Helpdesk and Fin together is fundamentally better than either alone. You'll shape how we talk to the 25,000+ businesses already using Fin, build the narrative for an AI-first helpdesk era, and establish Fin 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 marketing team. You'll be hands-on with the product and the tech. This isn't a lane job - it's a builder role for someone who wants to work fast, think from first principles, and help define what great PMM looks like. What Will I Be Doing? Shape the ICP and audience for Helpdesk - helping guide marketing and GTM teams on where to focus and direct campaigns and sales plays Lead positioning and messaging for the Helpdesk product area from first principles - owning the 1+1=3 story of Helpdesk + Fin and why the integrated platform delivers outcomes a standalone tool never could Define and build the narrative for Fin's AI-first Helpdesk vision - 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 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 narratives and enablement that sales actually uses and establishes confidence. Work closely with Customer Success and Account Management 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 and scripts launch materials. And maintain the core 'brain' of PMM context that feeds our AI-first approach Lead launches and go-to-market moments, working cross-functionally to deliver crisp messaging that fits for sales, campaigns and content needs 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

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