Senior Manager, Product Marketing - Web Product Storyteller

<p>Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform. </p> <p>Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.  </p> <p>Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. </p> <p>Join us to help define and lead the AI revolution for customer service.</p><h2>The Role</h2> <p>Intercom is the leading AI customer service company, and we need a <strong>Sr Manager, Web Product Storyteller</strong> to own and evolve how we tell our product story across our website. This is a <strong>senior-level, strategic role</strong> at the intersection of <strong>product marketing, web strategy, design/UX, and conversion optimization</strong>—focused on ensuring our website is the most compelling, high-performing showcase of our AI customer service solutions.</p> <p>You’ll oversee <strong>the strategy, execution, and continuous optimization of our product storytelling on the web</strong>, managing a team of two and collaborating cross-functionally with product, marketing, design, growth, and content teams. If you're a <strong>senior product marketer with deep storytelling, copywriting, and web expertise</strong> who knows how to craft differentiated, high-impact narratives that convert visitors into customers, this role is for you.</p> <h2><strong>What You’ll Do</strong></h2> <ul> <li><strong>Own and drive the product story across Intercom’s website</strong>, ensuring a clear, compelling, and high-converting narrative that differentiates Intercom from the competition.</li> <li><strong>Oversee and lead a team of two</strong>, providing strategic direction, mentorship, and execution support.</li> <li><strong>Develop and implement a scalable web content strategy</strong>, optimizing for engagement, conversions, and revenue impact.</li> <li><strong>Define messaging for new features and updates</strong>, ensuring they’re effectively positioned on the website.</li> <li><strong>Partner closely with product marketing, growth, design, and engineering</strong> to evolve the site’s user experience and conversion flows.</li> <li><strong>Use data and experimentation to refine messaging and page performance</strong>, balancing creative storytelling with measurable impact.</li> <li><strong>Champion a best-in-class web experience</strong> that differentiates Intercom in the AI-powered customer service space.</li> <li><strong>Drive alignment across teams</strong> to ensure messaging consistency, clarity, and brand voice across all web touchpoints.</li> </ul> <h2><strong>What We’re Looking For</strong></h2> <ul> <li><strong>7-10+ years of experience</strong> in product marketing, web content strategy, or digital storytelling, ideally in <strong>B2B SaaS</strong>.</li> <li><strong>Outstanding writer &amp; storyteller.</strong> This is a non-negotiable.</li> <li><strong>Proven leadership experience</strong>, with a track record of <strong>managing and growing a team</strong>.</li> <li><strong>Deep expertise in web strategy, content, and conversion optimization</strong>, with a focus on product storytelling.</li> <li><strong>A strong understanding of AI and customer service technologies</strong> (or the ability to learn quickly).</li> <li><strong>Exceptional storytelling &amp; communication skills</strong>—you know how to turn complex products into crisp, compelling narratives that drive engagement, with an ability to verbally communicate &amp; sell-through your ideas to executives.</li> <li><strong>A data-driven mindset</strong>, with experience using analytics, A/B testing, and CRO tools to refine web content performance.</li> <li><strong>Experience leading cross-functional projects</strong>, partnering with growth, design, and product teams to create seamless web experiences.</li> <li><strong>The ability to balance strategic thinking with hands-on execution</strong>, ensuring our website remains a high-performing growth channel.</li> <li><strong>Extraordinarily high attention</strong> to detail to uphold Intercom’s extremely high standards in execution and creativity.</li> <li><strong>An execution machine.</strong> PMM at Intercom are in the business of getting shit done and this is a hands-on role, not a people manager-only role.</li> <li><strong>Proven track record</strong> of partnering with product, web, design teams to contribute to product and web strategy.</li> <li><strong>Comfortable collaborating with executives,</s