Customer evidence is one of the most powerful ways Intercom builds trust in a category we're defining. In a market full of AI hype, our best proof is our customers: their results, their stories, their voices.

This is a maker role. You'll build customer stories end-to-end: finding the narrative, conducting interviews, writing compelling copy, producing video scripts, and getting the final product out the door in formats that work across web, social, sales enablement, and launches.

You won't wait for someone else to handle a step. You'll own the full journey from relationship to published proof.

Operate and improve the advocacy engine:

• Develop repeatable sourcing workflows across Sales, CS, and PMM to keep the story pipeline full.

• Create reusable templates, kits, and tools so the team can produce evidence at speed without reinventing the wheel every time.

• Help build and maintain the systems that make the engine run - evidence pipelines, permissions tracking, content libraries, and self-serve discovery tools.

Tell powerful customer stories:

• Tell the story of what customers achieve with Fin through clear, compelling content that shows what's real and why it matters.

• Extract transformation arcs, not just stats. The best stories show a before and after that people feel.

• Write. A lot. Sharp, clear narratives that make complex outcomes feel simple and stories feel human across long-form case studies, short-form social proof, sales-ready slides, event materials and other experimental formats.

• Produce video content - from planning shoots to directing interviews to working with editors on the final cut.

Run campaigns that generate proof:

• Own and grow advocacy programs that encourage user-generated content and public storytelling moments.

• Run and optimise review site campaigns across G2 and TrustRadius - outreach, incentives, response management, and leveraging awards and rankings.

• Design gifting and recognition initiatives that turn happy customers into vocal advocates.

Make sure evidence is used, not just created:

• Partner with Sales, PMM, Product, and Brand to align customer stories with launches, campaigns, and competitive positioning.

• Embed proof into deal cycles, outbound sequences, and sales enablement. Evidence only has value when it's seen.

• Build trusted relationships with customers to unlock public storytelling, testimonials, and co-marketing opportunities.

• Manage the details, like permissions, approvals, logo rights, client sign-offs, with persistence and care.

Design AI-augmented workflows:

• Build prompt frameworks and semi-automated systems that increase output without sacrificing quality.

• Continuously experiment with new tools and workflows. If something can be faster, make it faster.

Ship consistently:

• What matters most is output. Every week something meaningful should be built, refined, or launched.

Travel regularly:

• This role will likely require quarterly travel for company events, team offsites, and customer meetings, including international travel at times.

You should be comfortable traveling as part of the job and able to do so when needed.

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