Principal, Analyst Relations

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 ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. 

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting 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, our AI Agent, you’ll have the rare opportunity to define how the world’s most influential analysts and advisors understand the AI Agent for customer service category. This is not just about keeping up with the conversation — it’s about leading it.

You’ll be the founding member of our Analyst Relations program and responsible for shaping how Gartner, Forrester, IDC, and others view Fin’s breakthrough AI capabilities. Your role is as much about educating analysts on AI in customer experience as it is about absorbing their perspective. We expect you to bring confidence, fluency, and conviction in explaining how AI agents transform customer experience — not in abstract terms, but with clarity, authority, and evidence.

Success means ensuring Fin is consistently seen as the category-defining leader: the partner of choice for enterprises reimagining customer experience with AI. Your work will directly 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 very moment it’s being created.

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 – either directly or with cross-functional partners – 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 reports that matter most to enterprise buyers.
• 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 and compellingly 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.

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

• AI fluency: Deep curiosity of AI, machine learning, and their application in customer experience. You will be responsible for educating analysts as much as you listen to them — so intellectual curiosity, technical comfort, and the ability to understand and 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: Exceptional 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: Skilled at proactively surfacing value to the business and independently managing 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 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 meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• 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 will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Policies 

Intercom 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 Intercom. 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.  

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