Intercom
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Senior Customer Success Manager
role at
Intercom . 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, which provides AI enhanced support for more complex or high touch queries requiring a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the new standard for customer service. We push boundaries, build with speed and intensity, and deliver value to our customers. What’s the opportunity?
As a Strategic CSM, you’ll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin — from early project scoping and requirements gathering to measurable adoption, to industry-best automation rates and business outcomes. This role shapes how leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals. Responsibilities
Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors). Facilitate requirements gathering and process mapping for standard operating procedures; document in clear, precise, and actionable terms. Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy. Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities. Maintain deep product knowledge of Fin’s capabilities; stay aware of the fast-evolving AI-agent industry. Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer. Prioritize competing demands to drive the highest-value outcomes across your customer portfolio. Be the voice of the customer internally, advocating for customers’ needs and shaping our solutions strategy. Qualifications
4-7 years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles. Experience with business process mapping, requirements analysis, and solution design. Strong technical acumen and passion for AI/agent-building (coding not required). Ability to simplify and communicate complex problems clearly across audiences. Strong prioritization skills to manage a broad portfolio of customer accounts while delivering depth of impact. Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers. Self-motivated, adaptable, and curious team player with a high level of self-efficacy. Benefits
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 Is this role not quite what you’re looking for? Join our Talent Community to stay connected with us. Equal Employment Opportunity
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, 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. Note: The OTE range and other compensation details are provided for informational purposes and may be modified in the future.
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Senior Customer Success Manager
role at
Intercom . 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, which provides AI enhanced support for more complex or high touch queries requiring a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the new standard for customer service. We push boundaries, build with speed and intensity, and deliver value to our customers. What’s the opportunity?
As a Strategic CSM, you’ll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin — from early project scoping and requirements gathering to measurable adoption, to industry-best automation rates and business outcomes. This role shapes how leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals. Responsibilities
Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors). Facilitate requirements gathering and process mapping for standard operating procedures; document in clear, precise, and actionable terms. Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy. Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities. Maintain deep product knowledge of Fin’s capabilities; stay aware of the fast-evolving AI-agent industry. Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer. Prioritize competing demands to drive the highest-value outcomes across your customer portfolio. Be the voice of the customer internally, advocating for customers’ needs and shaping our solutions strategy. Qualifications
4-7 years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles. Experience with business process mapping, requirements analysis, and solution design. Strong technical acumen and passion for AI/agent-building (coding not required). Ability to simplify and communicate complex problems clearly across audiences. Strong prioritization skills to manage a broad portfolio of customer accounts while delivering depth of impact. Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers. Self-motivated, adaptable, and curious team player with a high level of self-efficacy. Benefits
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 Is this role not quite what you’re looking for? Join our Talent Community to stay connected with us. Equal Employment Opportunity
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, 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. Note: The OTE range and other compensation details are provided for informational purposes and may be modified in the future.
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