Senior Forward Deployed Product Manager

Intercom

  • London
  • Permanent
  • Full-time
  • 14 days ago
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?Over the last year, we've experienced an increase in demand for product people who work closely with our most strategic customers and help bridge the gap between their business goals and our AI Agent for Customer Service, Fin.As a Forward Deployed Product Manager (FDPM), you'll partner directly with our most strategic customers to deeply understand their needs and design high-impact solutions that drive real business value. Sitting at the intersection of customer success, solution engineering, and product development, you'll lead deployments of Fin AI agent, scope and implement custom solutions, and influence the R&D roadmap by turning insights into scalable product improvements. You'll also get 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?
  • 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 in detail. Provide them with insight to achieve outstanding results with Fin.
  • Identify and solve blockers to implementation, whether through product configuration, light custom development, or cross-functional coordination.
  • 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.
  • You should 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-you're motivated by solving real problems and delivering measurable results.
  • Communication: Communicate complex topics clearly to both technical and non-technical audiences, adjusting depth and detail as needed.
  • Product Marketing: Effectively articulate product value to internal stakeholders and external customers
  • Navigating Ambiguity: You thrive in ambiguous, fast-changing environments, with the ability to easily switch between thinking creatively and analytically.
  • 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.
  • Systems Thinking: You take a holistic view of how product components, workflows, and stakeholders interact-anticipating downstream effects and designing solutions that fit seamlessly into broader business and technical ecosystems.
  • 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.
  • Operational rigor: Highly organized, structured in approach, and able to manage multiple deployments and priorities without becoming reactive or ad hoc.
Bonus skills & attributes
  • Working in a startup or in B2B SaaS.
  • Experience working directly with enterprise customers on bespoke implementations.
  • Role in technical consulting, solutions engineering, customer success, or a related field.
BenefitsWe 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 equity in a fast-growing start-up
  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Regular compensation reviews - we reward great work!
  • Pension scheme & match up to 4%
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Flexible paid time off policy
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
  • If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too
  • MacBooks are our standard, but we also offer Windows for certain roles when needed.
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. 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 .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.Is this role not quite what you're looking for? to stay connected with us.

Intercom