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? Solutions PMM at Fin owns the narratives that shape how Fin wins in market: the stories the field uses in customer conversations, the narratives that power our campaigns, and the competitive strategy that helps us take and defend ground. This is a senior IC role. You drive impact through the quality of your thinking and your ability to move sales, enablement, and campaigns to execute with confidence.This role is competitive-first. Your first mission is to establish our compete function from the ground up - the intelligence, the messaging, and the system that keeps the field ahead of a fast-moving market. It's roughly 70% competitive today, expanding over time to support sales plays and enablement as the function matures. In a moment where AI makes it easy to copy features and stand up new competitors overnight, this is one of the highest-leverage roles in PMM.The RoleYou'll build and own how Fin positions itself against the competition - differentiation against our tier 1 competitors, a sustainable competitive intelligence program, and the plays and content that let the field act on it in real deals. You'll decide what "great compete" looks like at Fin and stand it up.You'll work directly with sales leadership, research, SEs, GTM strategy, and sales enablement. You'll be hands-on with the product, the market, and every competitor's moves.What will I be doing? Establish Fin's competitive function from the ground up - the intelligence, the messaging, and the operating system that keeps the field current without creating noiseDefine our competitive differentiation messaging against tier 1 competitors, and make sure it lands in compete campaigns, content, and field conversationsStand up a sustainable, AI-driven competitive intelligence program with Research, Solutions Engineering and GTM - tracking moves, updating positioning, and keeping the field aheadOperationalise competitive strategy so the field can act on it: battle cards, competitive plays, and objection handling that reps actually useSynthesise win/loss data, customer interviews, and market signals into strategic recommendations that feed back into product, marketing and ICP decisionsCo-build the proactive compete motion - the sales plays and campaigns that drive win rates, not just defend against lossesOver time, extend into sales plays and field enablement as the compete function matures - raising how the field sells against every alternativeCreate high-quality core PMM assets yourself, and maintain the competitive 'brain' of context that feeds our AI-first approachWhat we're looking forThis 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.You've done this before7+ years in product marketing, competitive intelligence, or solutions marketing at a B2B SaaS companyYou've owned competitive strategy end-to-end — not just battle cards, but how a company positions itself against a moving market — and ideally stood a compete function up from scratchYou've turned win/loss, customer interviews, and market signal into strategy that changed how the field sells and what the product builtYou've built content the field actually uses, and can speak to what worked, what didn't, and whyYou've operated where product ships faster than messaging can keep up, and found a way to move at that pace without losing qualityYou think and write with precisionExcellent written communication — you write crisp briefs, sharp narratives, and synthesis memos that drive alignmentStrong editorial judgment — you know the difference between a sharp positioning statement and marketing language that means nothingYou push back on vague claims and force specificity — in your own work and in others'You're product-obsessed and technically engagedYou read the docs, use the product, and dig into the tech before you craft a single messageYou understand the technical differentiation of AI across the stack — model, app, and infrastructure — and have a POV on where the AI customer service market is going, not just where it isYou use AI tools fluently in your own work and are always looking for new ways to move faster and think sharperYou operate at the intersection of strategy and executionYou don't hand off strategy and wait — you take it all the way to the battle card, the play, the fieldComfortable in a room with sales leadership discussing why we're losing deals, and equally comfortable writing the asset that fixes itA systems thinker who builds frameworks and programs others can use, not just one-off assetsYou work well across functions, build trust quickly, and make the people around you more effectiveAttributes We're Looking ForAmbitious and competitive — you set a high bar, think big, and want to win. You'll go the extra mile and you're motivated by building something that leads the market.Confident and decisive — you back yourself, optimise for progress over consensus, and value momentum. You ask for forgiveness, not permission.Curious and intellectually engaged — you're always learning, experimenting, and asking why. You keep up with AI's pace and use it to improve how you work.Tasteful and creative — you understand what connects emotionally with people and draw on design, culture, and craft to create ideas that resonate.Impatient and change-oriented — you hate slow and work to fix the root cause. You thrive in ambiguity and love building something new.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 equityComprehensive medical, dental, and vision coverageRegular compensation reviews - great work is rewardedFlexible paid time off policyPaid Parental Leave Program401k plan & matchIn-office bicycle storageFun events for Intercom employees, friends, and familyUnlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebratedThe base salary range for candidates within the San Francisco Bay Area is $200,000 - $240,000. 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). We also provide a full benefits package to all regular employees.Policies Fin 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 Fin. 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. Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin 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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