Senior Product Manager (Growth)

Intercom | AI customer service software

1h 10m ago

Hybrid

Full Time

Ireland

Fin, now part of Salesforce, is 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, giving modern support teams one single system.

Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.

Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.

What's the opportunity?

Self-serve is where the majority of our customers start their journey, and the Growth team owns that journey end to end. This role owns the self-serve existing business: once a customer converts to paid, the account is yours - through every stage of its lifecycle, as it adopts more of the platform, grows its usage, and deepens its reliance on Fin.

Your mandate is to grow the value of the self-serve base: drive expansion, strengthen retention, and accelerate adoption of Fin and our newest products across thousands of paying customers. You'll own a book of business, a roadmap, and a cross-functional motion that spans product, lifecycle, data, and go-to-market. It's a rare Growth remit with a clear number to move and a lot of room to build the motions that move it.

What will I be doing?

Own the self-serve existing business book. Own the remit end to end - from the moment a customer converts to the point they renew, expand, or leave - and be accountable for the net growth of that book.
Grow Fin adoption. Get more customers using our AI Agent across the existing base, and help the customers who already use it automate more of their support.
Defend and expand. Build the retention and expansion motions that grow the book - combining in-product experiences, lifecycle messaging, and a data/signal layer that flags which accounts need attention and when.
Connect self-serve and sales. Design smooth, well-defined handovers between self-serve and sales in both directions, so the right customers get the right motion.
Fix the key journeys. Partner with core product teams to remove friction on the journeys that matter most to self-serve customers - onboarding and activation, Fin setup and go-live, plan changes and expansion, billing and plan management.
Land new products & features. Drive attach and adoption of new products & features across the self-serve base.
Understand the customer. Deeply understand the customers you're serving through research, data, and direct interactions, and turn that understanding into a clear, prioritised roadmap you communicate to build alignment.
Build and ship. Collaborate with engineers and designers to ideate, build, and ship solutions, and leverage AI to increase your efficiency and accelerate product development.
Measure impact. Evaluate impact through quantitative and qualitative measures, own product quality, and model our company values and R&D principles in how you lead.

What skills do I need?

There is no minimum years of experience, and no need to have held the PM title. We care about your impact, drive, and potential - former founders, strategy & operations leaders, and consultants are as welcome as career PMs. The common thread is end-to-end ownership of a problem and the outcomes that follow. We'll be looking for evidence you've applied and grown these skills:

Growth and lifecycle expertise. You've owned retention, expansion, adoption, or monetisation for a self-serve or product-led business, and you know how to move those numbers.
Sharp customer focus and problem framing. You get to the real customer problem through research, data, and direct conversations before deciding what to build.
Strong data fluency. You're comfortable working with funnels, cohorts, and customer signals to find opportunity, size it, and measure impact - and you make decisions from evidence, not instinct.
Compelling roadmaps. You build and communicate a roadmap that makes the what, when, and why obvious to everyone who needs to align behind it.
Excellent product judgment. You balance customer needs, business impact, and technical constraints, and you know what to ship now versus later.
Cross-functional leadership. You drive outcomes across product, design, engineering, data, lifecycle marketing, CS, and sales - influencing teams you don't own.
AI fluency. You understand how LLMs and AI agents work well enough to assess feasibility, make informed product decisions, and use AI to accelerate your own work.
Outcome-oriented. You define success clearly, share progress openly, and hold yourself to measurable impact.

#LI-Hybrid

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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.

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

Required Languages

🇬🇧 English

What's the opportunity?

What will I be doing?

Own the self-serve existing business book. Own the remit end to end - from the moment a customer converts to the point they renew, expand, or leave - and be accountable for the net growth of that book.

Grow Fin adoption. Get more customers using our AI Agent across the existing base, and help the customers who already use it automate more of their support.

Defend and expand. Build the retention and expansion motions that grow the book - combining in-product experiences, lifecycle messaging, and a data/signal layer that flags which accounts need attention and when.

Connect self-serve and sales. Design smooth, well-defined handovers between self-serve and sales in both directions, so the right customers get the right motion.

Fix the key journeys. Partner with core product teams to remove friction on the journeys that matter most to self-serve customers - onboarding and activation, Fin setup and go-live, plan changes and expansion, billing and plan management.

Land new products & features. Drive attach and adoption of new products & features across the self-serve base.

Understand the customer. Deeply understand the customers you're serving through research, data, and direct interactions, and turn that understanding into a clear, prioritised roadmap you communicate to build alignment.

Build and ship. Collaborate with engineers and designers to ideate, build, and ship solutions, and leverage AI to increase your efficiency and accelerate product development.

Measure impact. Evaluate impact through quantitative and qualitative measures, own product quality, and model our company values and R&D principles in how you lead.

What skills do I need?

Growth and lifecycle expertise. You've owned retention, expansion, adoption, or monetisation for a self-serve or product-led business, and you know how to move those numbers.

Sharp customer focus and problem framing. You get to the real customer problem through research, data, and direct conversations before deciding what to build.

Strong data fluency. You're comfortable working with funnels, cohorts, and customer signals to find opportunity, size it, and measure impact - and you make decisions from evidence, not instinct.

Compelling roadmaps. You build and communicate a roadmap that makes the what, when, and why obvious to everyone who needs to align behind it.

Excellent product judgment. You balance customer needs, business impact, and technical constraints, and you know what to ship now versus later.

Cross-functional leadership. You drive outcomes across product, design, engineering, data, lifecycle marketing, CS, and sales - influencing teams you don't own.

AI fluency. You understand how LLMs and AI agents work well enough to assess feasibility, make informed product decisions, and use AI to accelerate your own work.

Outcome-oriented. You define success clearly, share progress openly, and hold yourself to measurable impact.

#LI-Hybrid

Unleash Your Potential

Policies