Principal Product Marketing Manager

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? You'll own 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. What will I be doing? Field and campaign narratives - Own the narratives the field uses in market: purpose-built for how buyers evaluate and buy, not a watered-down message doc - Co-create campaign approaches with Integrated Marketing and Campaigns: you own the messaging and narrative, they own channel strategy and execution - Partner with Sales Enablement to raise the bar on how the field sells our product and platform, from launch narrative through to role-specific assets and training - Identify gaps in field knowledge and confidence through data, call reviews, and rep conversations, and find ways to close them Sales plays and commercial growth - Work with GTM strategy and commercial teams to identify growth opportunities : cross-sell, upsell, new places to sell existing products : and co-define play strategy grounded in white space analysis and buyer insight - Own the messaging for each play; work with GTM Programs, Campaigns, and Enablement to develop the content and assets that bring it to life - Test whether messaging is working - through field feedback, conversion signals, and rep confidence - and iterate quickly Solutions and persona messaging - Build solutions-level messaging that goes beyond individual products to articulate the broader value of Fin when capabilities work together - Own how we navigate multiple buyer personas - ensuring each has a narrative that speaks to their priorities without fragmenting the overall message - Create frameworks that give reps a sharper way into multi-stakeholder deals, flexing across personas without losing the platform story White space and competitive strategy - - Continuously identify where we're winning and where there's untapped opportunity - build the positioning, narrative, and campaigns to shape those opportunities - Work with Research and GTM teams to run a sustainable competitive intelligence program - tracking moves, updating positioning, and keeping the field current without creating noise - Operationalise competitive strategy so the field can act on it: battle cards, competitive plays, and objection handling - Synthesise win/loss data, customer interviews, and market signals into strategic recommendations that feed back into product and ICP decisions What we're looking for You've done this before - 7+ years in product marketing, solutions marketing, or competitive intelligence at a B2B SaaS company - You've owned competitive strategy end-to-end - not just battle cards, but how a company positions itself against a moving market - You've built field and campaign narratives that landed and can speak to what worked, what didn't, and why - You've operated where product ships faster than messaging can keep up, and found a way to move at that pace without losing quality You think and write with precision - Strong editorial judgment - you know the difference between sharp positioning and marketing language that means nothing - You can write for a VP of CX and a sales rep in the same week and know exactly how the message needs to shift - You push back on vague claims and force specificity - in your own work and in others' You operate at the intersection of strategy and execution - You don't hand off strategy, you take it all the way to execution - Comfortable in a room with sales leadership discussing why we're losing deals, and equally comfortable writing the battle card that fixes it - A systems thinker - you build frameworks others can use, not just one-off assets You understand AI and technical products - You understan