Senior Product Marketing Manager

About Fin and the Role

Fin is a pioneering AI Customer Agent enterprise committed to enhancing businesses' customer experiences by providing flawless, continuous support throughout the entire customer journey—from service to sales and ecommerce. Leveraging proprietary AI models, Fin offers a solution that resolves complex customer inquiries across multiple channels with minimal onboarding efforts. Their AI Agent integrates seamlessly with their Intercom help desk, creating a unified system tailored for modern support teams. Established in 2011, Fin is among the fastest-growing and largest private software companies globally, serving nearly 30,000 organizations worldwide.

Fin recently launched Operator, an innovative AI Agent designed for internal customer operations. Operator understands customer experience intricately, identifies improvement opportunities, suggests actionable insights, and autonomously executes changes upon approval. This new class of AI is gaining significant traction among clients.

Role Overview

As Senior Product Marketing Manager for Operator, you will oversee the complete product marketing lifecycle, collaborating with product, marketing, go-to-market (GTM) teams, and leadership. Your responsibility includes crafting the product narrative, defining positioning, and executing GTM strategies that position Operator as the next industry-leading product from Fin.

Key Responsibilities

• Develop and articulate the external narrative for Operator, establishing and shaping the market category.
• Refine the ideal customer profile (ICP) and target audience by understanding their pain points and differentiators.
• Own core messaging, ensuring alignment across functions regarding what is communicated and its consistent presence—from digital platforms to sales collateral and customer communications.
• Maintain strong customer focus by engaging with users, analyzing their adoption and evaluation processes, and translating insights into messaging strategies.
• Lead product launches and GTM initiatives, coordinating cross-functional teams to deliver clear messaging that supports sales, campaigns, and content demands, generating brand awareness and sales pipeline.
• Create precise, impactful narratives and sales enablement materials, including discovery questions, objection handling, and competitive positioning. Collaborate with GTM teams to effectively reach target customers.
• Produce high-quality core product marketing assets such as web content, introductory decks, scripts, demos, and launch documents, while preserving comprehensive PMM knowledge that powers Fin's AI-driven approach.

Candidate Profile

The ideal candidate blends strategic vision, storytelling ability, and technical fluency. They seamlessly shift between deriving customer insights, understanding product specifics, analyzing competitors, and presenting creative ideas. Key qualifications include:

• Minimum five years in product marketing, preferably in B2B, with proven experience repositioning complex products.
• Experience marketing groundbreaking products or technologies without clear precedent, successfully creating market narratives.
• End-to-end product ownership from ICP identification and positioning to launches and sales enablement.
• Technical proficiency in automation, workflows, analytics, agent behaviors, and product mechanics.
• Familiarity with usage-based/consumption pricing models or selling operational transformation over features is advantageous.
• Ability to thrive in rapid development settings where product evolution exceeds messaging pace without compromising quality.
• Excellent writing skills, with capability to produce clear briefs, compelling narratives, and concise synthesis documents that foster alignment.
• Effective editorial judgment prioritizing clarity and specificity while avoiding empty marketing jargon.
• Curiosity and engagement with AI technologies—actively using AI tools to enhance work quality and efficiency.
• Strong end-to-end ownership over strategic initiatives, converting strategy into tangible assets and launches.
• A systems thinker who constructs messaging frameworks usable by others rather than one-off materials.
• Proven Cross-functional collaborator who rapidly builds trust and empowers colleagues.

Attributes and Work Ethic

• Ambitious and driven, setting high standards, thinking big, and striving to lead market segments.
• Confident decision-maker who values progress and momentum over consensus, comfortable with seeking forgiveness rather than permission.
• Intellectually curious, continuously learning and experimenting, especially focused on AI developments.
• Creative and tasteful, understanding emotional connections and leveraging design and culture for impactful ideas.
• Impatient with inefficiencies, thriving in ambiguity and eager to innovate and build new solutions.

Working Culture and Policies

Fin supports its employees with comprehensive health, wellbeing, family support, leave policies, and financial benefits tailored to local standards.

The company promotes a hybrid work schedule, requiring presence in the office at least three days weekly to nurture connection and culture while allowing flexibility for remote work.

Fin fosters an open, inclusive environment, avoiding divisive social or political topics to maintain a safe and cohesive workspace. Employees are free to express personal views on personal platforms during non-work time without criticism.

Fin is firmly committed to diversity and equal employment opportunity, actively prohibiting discrimination based on a broad range of protected characteristics.