Senior Forward Deployed Product Manager

Overview

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin enables businesses to deliver always-on, impeccable customer service and transform customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI enhanced support for more complex or high-touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the new standard for customer service. We push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

There is growing demand for product people who work closely with our most strategic customers and help bridge their business goals with our AI Agent for Customer Service, Fin. As a Forward Deployed Product Manager (FDPM), you'll partner with strategic customers to understand their needs and design high-impact solutions that drive real business value. You'll operate at the intersection of customer success, solution engineering, and product development, leading deployments of the Fin AI agent, scoping and implementing custom solutions, and influencing the R&D roadmap by turning insights 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 enjoys bridging technical execution with real-world impact.

What will I be doing?

• 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, and provide insights to achieve outstanding results with Fin.
• Identify and solve blockers to implementation through product configuration, light custom development, or cross-functional coordination.
• Collaborate with Sales, Success, and Product teams to ensure seamless customer experiences and project success.
• Translate frontline insights into scalable product features and work with R&D to shape the product roadmap.
• Develop repeatable playbooks and deployment patterns to 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.

What skills do I need?

• Experience: Min 4+ years of experience as a product manager, with a proven track record of shipping impactful products.
• Leadership: Experience leading a team.
• Customer centricity: Deep customer empathy with a strong bias for action-solving real problems and delivering measurable results.
• Communication: Ability to communicate complex topics clearly to both technical and non-technical audiences.
• Product Marketing: Effectively articulate product value to internal stakeholders and external customers.
• Navigating Ambiguity: Thrive in ambiguous, fast-changing environments with creative and analytical thinking.
• Cross-functional collaboration: Ability to navigate organizational boundaries and bring people together to achieve the best outcome for customers and Intercom.
• Systems Thinking: Holistic view of how product components, workflows, and stakeholders interact.
• Technical fluency: Able to discuss APIs, SaaS infrastructure, LLMs, and low-code tooling with engineers and customers; comfortable onboarding customers to technical product setups.
• Operational rigor: Highly organized and able to manage multiple deployments and priorities.
• Experience in startup or B2B SaaS environments.
• Experience working directly with enterprise customers on bespoke implementations.
• Roles in technical consulting, solutions engineering, customer success, or related fields.

Benefits and culture

• Competitive salary and equity in a fast-growing start-up
• Lunches on weekdays, snacks, and a fully stocked kitchen
• Pension scheme with up to 4% employer matching
• Comprehensive health and dental insurance for you and your dependents
• Flexible paid time off
• Paid maternity leave and 6 weeks paternity leave
• Cycle-to-Work Scheme with secure bike storage
• MacBooks standard; Windows available for certain roles

Working at Intercom

Intercom has a hybrid working policy. We believe working in person helps us stay connected and collaborate, while also providing flexibility to work from home. Employees are expected to be in the office at least three days per week.

Equal Employment Opportunity

Intercom values diversity and is committed to an Equal Employment Opportunity policy. Intercom will not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally protected status under federal, state, or local law.