Senior Forward Deployed Product Manager

OverviewIntercom 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, high-quality customer service and, with the Intercom Customer Service Suite, 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 a new standard for customer service. We push boundaries, move with speed, and consistently deliver value to our customers.Opportunity: Over the last year, demand has grown for product professionals who work closely with strategic customers to bridge their business goals and our AI Agent for Customer Service, Fin.As a Forward Deployed Product Manager (FDPM), you will partner directly with strategic customers to understand their needs and design high-impact solutions that drive real business value. Located at the intersection of customer success, solution engineering, and product development, you will lead deployments of the Fin AI agent, scope and implement custom solutions, and influence the R&D roadmap by turning insights into scalable product improvements. You will also help 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.ResponsibilitiesDrive 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; provide guidance 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 deepen understanding of their needs.QualificationsExperience: 4+ years as a product manager with a track record of shipping impactful products.Leadership: Experience leading a team.Customer centricity: Deep customer empathy with a bias for action and a track record of solving real problems with measurable munication: Ability to explain complex topics to both technical and non-technical audiences.Product Marketing: Ability to articulate product value to internal stakeholders and external customers.Navigating Ambiguity: Comfort in ambiguous, fast-changing environments with the ability to balance creative and analytical thinking.Cross-functional collaboration: Skilled at aligning stakeholders across an organization to deliver outcomes for customers and Intercom.Systems Thinking: Holistic view of how components, workflows, and stakeholders interact to fit into broader ecosystems.Technical fluency: Ability 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 effectively.Bonus skills & attributesExperience in startups or B2B SaaS.Experience working directly with enterprise customers on bespoke implementations.Role in technical consulting, solutions engineering, customer success, or related fields.BenefitsCompetitive salary and meaningful equityComprehensive medical, dental, and vision coverageRegular compensation reviews; strong work is rewardedFlexible paid time off policyPaid Parental Leave Program401k plan & matchIn-office bicycle storageFun events for Intercomrades, friends, and familyThe base salary range for candidates within the San Francisco Bay Area is $189,000 - $226,000. 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).PoliciesIntercom 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. Our policy is to not advocate on behalf of the company or our employees on any social or political topics in internal or external communications. We respect personal opinion and expression on these topics on personal social platforms during 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 tercom 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.Is this role not quite what you ? looking for? Join our Talent Community to stay connected with us. #J-18808-Ljbffr

Created: 2025-09-25