Senior Manager, Content

What's the opportunity?

Intercom is looking for a Senior Manager, Content to lead our content marketing team. You’ll shape and execute a high-impact content strategy that fuels demand generation, strengthens brand authority, and drives sales enablement. This is a strategic leadership role for someone to lead a modern, distribution-first content program that is deeply audience-centric, establishes thought leadership, and delivers measurable business impact.

This is an AI-first era of customer service, and you’ll be at the forefront of shaping the conversation. You will lead a team of content professionals (both internal reports and contractors), collaborating with our Demand Generation, Sales, and Product Marketing teams to create high-performing content that engages decision-makers and drives action.

What will I be doing?

As Senior Manager, Content, you’ll own Intercom’s content marketing strategy, ensuring that our thought leadership, educational resources, and sales enablement materials make an impact. Your key responsibilities include:

Content Strategy & Execution

• Develop and execute an audience-first content strategy that fuels pipeline growth, brand preference, and sales enablement.
• Oversee multi-channel content execution, ensuring consistency across key formats (e.g., reports, guides, blogs, newsletter, video, microsites).
• Drive an editorial vision that balances big-picture storytelling with data-driven execution.

Thought Leadership & Brand Positioning

• Elevate Intercom’s thought leadership in AI-driven customer service, creating compelling content that differentiates us from competitors.
• Create pillar content (e.g., industry reports, executive insights, webinars) that supports demand generation and deepens customer engagement.
• Collaborate with Product Marketing to publish competitive analysis content, showcasing Intercom’s unique advantages in AI-CX.

Sales Enablement & Demand Generation Alignment

• Partner with Demand Gen to create content that drives qualified pipeline growth.
• Develop sales enablement materials (one-pagers, pitch decks, objection-handling guides) that support the sales team.
• Measure content performance and impact on revenue, tracking engagement, lead generation, and influence on pipeline.

Team Leadership & Collaboration

• Lead, mentor, and grow a high-performing content team (full-time, contractors, freelancers).
• Work cross-functionally with Marketing, Product, and Sales to align content with business goals.

Champion a culture of experimentation, using AI tools to accelerate workflows and content innovation.

What skills do I need?

We’re looking for a strategic content leader who can balance high-level vision with hands-on execution. You should have:

• 6+ years of experience in B2B content leadership (SaaS or AI-driven product experience preferred).
• Proven ability to drive demand and influence decision-makers through compelling content.
• Exceptional storytelling and editorial skills, with the ability to create engaging and high-impact content.
• Strong understanding of content distribution (SEO, social, email, thought leadership, demand gen alignment).
• Experience managing a content team (both FTEs and external contractors/freelancers).
• Data-driven mindset, using analytics to optimize content strategy and measure impact on pipeline. Tech fluency & AI literacy—you should be comfortable translating complex AI concepts into accessible, engaging content.

Bonus skills & attributes

• Experience in AI, automation, or customer service technology.
• Expertise in organic content strategy & SEO best practices.
• Familiarity with competitive positioning content.
• Strong background in multimedia content (video, podcasts, social storytelling).

Benefits

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• Competitive salary and equity in a fast-growing start-up.
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%.
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents.
• Flexible paid time off policy.
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones.
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too.
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done.