Staff Forward Deployed Product Manager

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.

What will I be doing? 

• Partner directly with customers to design, deploy, and scale Fin AI Agent for their business. This will involve:
• 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.

What skills do I need? 

• Experience: There is no minimum years of experience for this role. We’re interested in your impact, drive, and potential. Instead of years, we’ll be looking for evidence that you’ve applied and grown the skills below.
• 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.

Even better if you have:

• 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

Benefits 

We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us! 

• 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!

The base salary range for candidates within the San Francisco Bay Area is $220,500 - $245,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).  

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

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

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