Analyst Relations Lead

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. 

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.  

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. 

Join us to help define and lead the AI revolution for customer service.

What's the opportunity? 

As Analyst Relations Lead at Intercom, you’ll have the rare opportunity to build and scale our analyst relations program from the ground up. As the founding member of the AR team, this role is key to shaping how Intercom is perceived by industry analysts and influencers, driving recognition of our leadership in the AI agent and customer service space. Success means positioning Intercom as the go-to partner for AI business transformation related to customer service and experience.

Your work will secure placements in key analyst reports, influence market conversations, and deliver insights that shape our strategy. This is a career-defining opportunity to establish a high-impact function at a high-growth, market leading, innovative company, directly contributing to Intercom’s growth and reputation.

Now is the perfect time to join Intercom as we lead the creation of the AI agent category. You’ll play a pivotal role in building relationships with top analyst firms like Gartner and Forrester while amplifying our thought leadership. If you’re a strategic storyteller and natural relationship builder, this is your chance to make an impact.

We currently operate in a hybrid working model and have offices in San Francisco, Chicago, Dublin, London and Sydney.  While we’d love to see you at the office, this job is also available for remote employment if your place of permanent residence in the following states; California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington.

What will I be doing? 

In this role, you will build and lead Intercom’s analyst relations programme, helping the business become the recognised leader in our category. Key responsibilities include:

• Establishing the function: Develop and execute Intercom’s formal analyst relations strategy, identifying key analysts and platforms to prioritise.
• Building relationships: Proactively engage with top-tier analysts at Gartner, Forrester, IDC, and other relevant firms to educate them on Intercom’s unique value proposition and product innovation.
• Driving recognition: Manage and lead participation in key analyst reports, such as Gartner Magic Quadrants and Forrester Waves, ensuring Intercom is well-positioned in these evaluations.
• Collaborating cross-functionally: Partner with marketing, product, and leadership teams to craft compelling narratives, submissions, and presentations that resonate with analysts.

Your work will directly elevate Intercom’s market influence, foster meaningful analyst relationships, and ultimately ensure we stand out.

What skills do I need? 

We’re looking for someone with the following must-have skills and experience:

• Proven experience: 8+ years in analyst relations or a related field, with a track record of building or scaling programmes, within the AI, SaaS or technology industry. Experience managing participation in evaluation processes with vendors such as Gartner and Forrester.
• Strong relationships: Deep, established connections with analysts at top-tier firms such as Gartner, Forrester, and IDC.
• SaaS expertise: Solid understanding of SaaS business models, customer support markets, and industry trends.
• Strategic communicator: Exceptional storytelling and presentation skills, with the ability to craft narratives that resonate with analysts and stakeholders alike.
• Collaborative mindset: A natural relationship builder who thrives in cross-functional teams and can navigate a fast-paced, innovative environment.

Bonus skills & attributes 

The following additional skills and experience would set you apart:

• An entrepreneurial mindset with the ability to thrive in a start-up or scale-up environment.
• A background in conversational AI, customer su