Senior Forward Deployed Product Manager

Intercom • San Francisco, CA

133d • $157,000 - $188,000 • Hybrid

About The Position

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.

Requirements

• 4+ years of experience as a product manager, with a proven track record of shipping impactful products.
• Experience leading a team.
• Deep customer empathy with a strong bias for action.
• Ability to communicate complex topics clearly to both technical and non-technical audiences.
• Effectively articulate product value to internal stakeholders and external customers.
• Thrive in ambiguous, fast-changing environments.
• Strong cross-functional collaboration skills.
• Holistic view of how product components, workflows, and stakeholders interact.
• Technical fluency with modern tech stack, from APIs and SaaS infrastructure to LLMs and low-code tooling.
• Highly organized and structured in approach.

Nice To Haves

• Working in a startup or in B2B SaaS.
• Experience working directly with enterprise customers on bespoke implementations.
• Role in technical consulting, solutions engineering, customer success, or a related field.

Responsibilities

• Drive the adoption of Fin by helping prospects unlock the power of Intercom's AI capabilities to automate and scale their support operations.
• Embed deeply with strategic customers to understand their business challenges and technical requirements in detail. Provide them with insight to achieve outstanding results with Fin.
• Identify and solve blockers to implementation, whether through product configuration, light custom development, or cross-functional coordination.
• Collaborate closely with Sales, Success, and Product teams to ensure seamless customer experiences and project success.
• Translate frontline insights into scalable product features, collaborating with R&D teams to shape the product roadmap.
• Develop repeatable playbooks and deployment patterns that reduce implementation friction for future customers.
• Contribute to and evolve the Forward Deployed Product Management function within Intercom.
• Be willing to travel and work on-site with customers to build strong relationships and deeply understand their needs.

Benefits

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 501-1,000 employees