Senior Product Marketing Manager

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's the opportunity? At Fin, we believe every business needs an AI Agent for their customers and an AI Agent for their team. For customer experience teams, AI Agents are moving far beyond customer communication, to doing the vast majority of complex customer operations work and moving beyond taking direction from the human team, to giving direction, coordinating and undertaking work under human supervision. We built and launched Operator this year - an internal Agent for customer operations. Operator deeply understands everything happening in a business's customer experience, finds the insights and areas for improvement, delivers recommendations, and makes the changes itself with permission. It’s a new category of Agent and is a hit with our customers. This highly strategic role owns the end to end PMM work for Operator, working across product, marketing, GTM and leadership. You'll build the narrative, the positioning, and the go-to-market that makes Operator the next wildly successful product from Fin. What will I be doing? Build the external narrative for Operator and bring it to market in a way that creates and shapes the category for the industry Shape and refine the ICP and audience for the Operator- who we're talking to, what their pains are, and what makes them choose us Own core messaging and drive cross-functional alignment on what we're saying, why, and how it shows up everywhere - from the website to the sales deck to the customer email Be deeply customer-obsessed - spend time with customers, study how they evaluate and adopt, and turn signal into clear insight that shapes what we say Lead launches and go-to-market moments, working cross-functionally to deliver crisp messaging that fits sales, campaigns, and content needs, delivering mindshare for Fin and pipeline for Build crisp, high-impact narratives and enablement that sales actually uses - including the discovery questions, objection handling, and competitive positioning and work closely with GTM teams to ensure messaging lands with the customers who need to hear it most Create high-quality core PMM assets yourself: web pages, first call decks, narratives, scripts, demos, and launch materials - and maintain the core 'brain' of PMM context that feeds our AI-first approach What we're looking for This role is for someone who is a hybrid: part strategist, part storyteller, part technologist. You move between customer insight, product detail, competitive analysis, and creative expression without friction. Above all, you can take something the market has no name for and make it obvious. You've done this before 5+ years in product marketing, ideally in B2B, with a track record of shaping how complex products are understood in market You've marketed something genuinely new - a product or capability with no clear comparison set - and built the narrative that gave buyers a way to think about it You've owned a product area end-to-end - from ICP and positioning through to launches and field enablement You're comfortable with technical depth: automation, workflows, analytics, agent behaviour, and the mechanics of how a product actually does the work Experience with usage-based or consumption pricing, or with selling operational change rather than a feature set, is a strong plus <li&g