Principal Product Marketing Manager

About this role

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 Role

You'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 noise

• Define our competitive differentiation messaging against tier 1 competitors, and make sure it lands in compete campaigns, content, and field conversations

• Stand up a sustainable, AI-driven competitive intelligence program with Research, Solutions Engineering and GTM - tracking moves, updating positioning, and keeping the field ahead

• Operationalise competitive strategy so the field can act on it: battle cards, competitive plays, and objection handling that reps actually use

• Synthesise win/loss data, customer interviews, and market signals into strategic recommendations that feed back into product, marketing and ICP decisions

• Co-build the proactive compete motion - the sales plays and campaigns that drive win rates, not just defend against losses

• Over time, extend into sales plays and field enablement as the compete function matures - raising how the field sells against every alternative

• Create high-quality core PMM assets yourself, and maintain the competitive 'brain' of 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.

You've done this before

• 7+ years in product marketing, competitive intelligence, or solutions marketing 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 — and ideally stood a compete function up from scratch

• You've turned win/loss, customer interviews, and market signal into strategy that changed how the field sells and what the product built

• You've built content the field actually uses, 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

• Excellent written communication — you write crisp briefs, sharp narratives, and synthesis memos that drive alignment

• Strong editorial judgment — you know the difference between a sharp positioning statement and marketing language that means nothing

• You push back on vague claims and force specificity — in your own work and in others'

You're product-obsessed and technically engaged

• You read the docs, use the product, and dig into the tech before you craft a single message

• You 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 is

• You use AI tools fluently in your own work and are always looking for new ways to move faster and think sharper

You operate at the intersection of strategy and execution

• You don't hand off strategy and wait — you take it all the way to the battle card, the play, the field

• Comfortable in a room with sales leadership discussing why we're losing deals, and equally comfortable writing the asset that fixes it

• A systems thinker who builds frameworks and programs others can use, not just one-off assets

• You work well across functions, build trust quickly, and make the people around you more effective

Attributes We're Looking For

• Ambitious and competitive — you set a high bar, think big, and want to win. You

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