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?
Fin is becoming a Customer Agent - one that handles the customer lifecycle end to end, from day 10 to year 10. We've already brought roles like Fin for Sales and Fin for Ecommerce to market, and that's just the beginning. As Fin gets better, the question for our customers shifts from "can AI handle some of our tickets?" to "which roles inside our company should Fin do?" This role is about answering that question and tell that story in the market - helping launch the next roles for Fin, establishing product and message-market fit, and building the go-to-market motion that turns a bet into a category.
This is a senior IC role for someone who wants to operate at the centre of product, AI, sales, and strategy and who is energised by zero-to-one. You'll own the positioning, messaging, and go-to-market for new agent roles as part of Customer Agent: taking products to market for the first time, finding product-market fit, and driving the growth that turns an early bet into a scaled business.
This is not a role for maintaining an established narrative. It's a builder role. You'll start from a blank page more often than not, doing the research to understand a new buyer, the role they play, and the pain Fin removes; creating the messaging from scratch; launching; then iterating relentlessly as the market tells you what's working. You'll work directly with product, engineering, sales leadership, and the wider marketing team. You'll be hands-on with the product and the tech. You'll move fast, think from first principles, and help define what great PMM looks like for a product category that doesn't fully exist yet.
What Will I Be Doing?
- Lead positioning and messaging for new Customer Agent roles from first principles
- Do the foundational research to understand new buyers, their roles, and the pain Fin removes
- Find and iterate on product-market and message-market fit - learn from what lands and what doesn't, and tighten the positioning, ICP, and story until it clicks
- Shape the ICP and audience for each new role - helping guide marketing and GTM teams on where to focus and direct campaigns and sales plays
- Drive the growth motion once fit is found - scaling a role from early traction into a repeatable, expanding part of the business
- Build crisp, high-impact narratives and enablement that sales actually uses and that establishes confidence in a brand-new offering
- Create high-quality core PMM assets: web pages, first call decks, narratives, scripts, and launch materials and maintain the core 'brain' of PMM context that feeds our AI-first approach
- Lead launches and go-to-market moments for new agent roles, working cross-functionally to deliver crisp messaging that fits sales, campaigns, and content needs
- Drive cross-functional a
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