Job Details

Overview

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and transform their customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI-enhanced support for complex or high-touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

As Analyst Relations Lead for Fin, you'll define how the world's most influential analysts and advisors understand the AI Agent for customer service category. You'll help lead the conversation, not just keep up with it. You'll be the founding member of our Analyst Relations program and shape how Gartner, Forrester, IDC, and others view Fin's breakthrough AI capabilities. Your role is to educate analysts on AI in customer experience and to absorb their perspective with clarity, authority, and evidence.

Success means Fin is consistently seen as the category-defining leader and the partner of choice for enterprises reimagining customer experience with AI. Your work will influence analyst reports, amplify Fin's role in market narratives, and deliver insights that guide our Enterprise strategy. This is a career-defining opportunity to shape a new category at the moment it's being created.

What will I be doing?

In this role, you will build and lead Fin's analyst relations program, ensuring we are recognized as the leader in AI Agents. Key responsibilities include:

• Educating analysts on AI: Proactively explain how Fin is transforming customer experience, using real-world examples, technical depth, and a visionary lens. Position Fin as the standard-bearer for enterprise-grade AI in customer service.
• Establishing the function: Develop and execute Fin's analyst relations strategy with a focus on AI-first conversations and enterprise-relevant reports.
• Driving recognition: Lead Fin's participation in key analyst evaluations (e.g., Gartner Magic Quadrants, Forrester Waves), ensuring our AI strengths and customer impact are clearly represented.
• Building relationships: Cultivate deep, ongoing relationships with top-tier analysts, becoming their trusted source for AI expertise and market perspective.
• Collaborating cross-functionally: Partner with Executives and leadership across Product, Marketing, Sales, and Solutions to develop compelling submissions, demos, and narratives that highlight Fin's AI differentiation.
• Delivering insights: Translate analyst feedback and competitive intelligence into actionable inputs for Fin's product roadmap and GTM strategy.
• Measuring impact: Track and report on Fin's analyst footprint, including report placements, mentions, analyst sentiment, and influence on pipeline.

What skills do I need?

We're looking for someone with the following must-have skills and experience:

• AI fluency: Deep curiosity about AI, machine learning, and their application in customer experience. You will educate analysts while listening to them, so intellectual curiosity, technical comfort, and the ability to explain AI concepts with authority are essential.
• Proven analyst relations experience: 8+ years in AR or related roles (product marketing, communications, strategy), with a track record of success in analyst evaluations and category shaping.
• Enterprise expertise: Understanding of enterprise software business models, customer experience workflows, and market dynamics.
• Storytelling & communication: Ability to craft narratives that blend product capabilities, AI innovation, and customer outcomes. Able to explain technical concepts to senior, non-technical stakeholders.
• Strong relationships: Experience working with and influencing analysts at Gartner, Forrester, IDC, or equivalent firms.
• Strategic, autonomous leader: Proactively surface value to the business and independently manage complex programs, submissions, and cross-functional collaboration under tight deadlines.

The following additional skills and experience would set you apart:

• Experience building or scaling a new function from the ground up.
• Background in AI, conversational AI, or customer experience technology.
• Hands-on familiarity with AI tools, platforms, or emerging research (able to demo or translate usage into business outcomes).
• Experience engaging directly with executive leadership or presenting at high-profile industry or analyst events.

We offer a strong benefits package. If there's something important to you that's not on this list, talk to us!

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family

*Proof of eligibility to work in the United States is required.

The base salary range for this role is targeted at $185,400 - $221,450 for the San Francisco Bay Area. Actual base pay depends on factors such as education, skills, experience, location, etc. All regular employees may be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of RSUs.

Intercom has a hybrid working policy. We believe that in-person work helps us stay connected, with flexibility to work from home. We expect employees to be in the office at least three days per week.

Intercom values diversity and is committed to an Equal Employment Opportunity policy. Intercom will not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, 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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