Senior Forward Deployed Product Manager

Intercom•San Francisco, CA

5d•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. What's the opportunity? Demand is surging for product managers who can partner hands-on with our most strategic customers to design, deploy, and scale AI agents that deliver real business outcomes. As an FDPM, you’ll sit at the intersection of product, solutions, and customer success: embedding with customers, building enterprise-grade Fin deployments, and turning frontline insight into scalable product improvements. You’ll also have the opportunity to shape the forward-deployed motion at Intercom. This is a high-ownership role for a creative, customer-obsessed product manager who thrives in fast-paced, ambiguous environments and loves bridging the gap between technical execution and real-world impact.

Requirements

Customer centricity: Deep customer empathy with a strong bias for action—you're motivated by solving real problems and delivering measurable results.
Communication: You’re able to speak to different audiences with clarity and impact. Can communicate complex topics clearly to both technical and non-technical audiences, adjusting depth and detail as needed.
Technical fluency: You’re able to talk to engineers and customers about modern tech stack, from APIs and SaaS infrastructure to LLMs and low-code tooling. You’re comfortable onboarding a customer into more technical product setups.
Strong cross-functional collaboration: Ability to understand and navigate organizational boundaries and bring people together to achieve the best outcome for our customers and Intercom.
Navigating Ambiguity: You thrive in ambiguous, fast-changing environments, with the ability to easily switch between thinking creatively and analytically.
Operational rigor: Highly organized, structured in approach, and able to manage multiple deployments and priorities without becoming reactive or ad hoc.

Nice To Haves

Additional previous experience in technical consulting, solutions engineering, customer success
Experience working with enterprise customers on bespoke implementations
Worked in a startup or B2B SaaS

Responsibilities

Partner directly with customers to design, deploy, and scale Fin AI Agent for their business.
Understand their goals, business challenges and technical requirements in detail
Prepare and present demos, as well as pitch Fin
Hands on configuration of Fin to meet their needs
Identify and solve blockers to implementation, whether through product configuration, light custom development, or cross-functional coordination.
Act as an AI expert, providing them with insight to achieve outstanding results with Fin
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.