Intercom
Senior Program Manager, Digital Customer Success
Intercom, Chicago, Illinois, United States, 60290
Senior Program Manager, Digital Customer Success
Join to apply for the
Senior Program Manager, Digital Customer Success
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 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? The Senior Program Manager, Digital Customer Success will join our rapidly growing global team to help Intercom deliver a fully digital, scalable, and customer‑centric success experience. In this role, you will shape, plan, and execute Intercom’s digital‑first Customer Success strategy—owning programs that drive meaningful customer outcomes and exceptional experiences at scale. You’ll collaborate closely with cross‑functional partners across Education, Product, Marketing, and Customer Success to build a cohesive, intuitive, and value‑driven journey for our expanding customer base. Your work will directly influence how customers adopt, grow with, and realize value from Intercom. This role is ideal for someone who is highly strategic, creative, collaborative, and action‑oriented.
What will I be doing?
You’ll be responsible for the success and retention of our Digital segment of customers—tracking towards GRR and other product adoption goals.
You will be responsible for inspecting the segment, identifying and evaluating trends, and building solutions to influence customer retention and product adoption.
You’ll leverage our tech stack and data insights to build personalized, targeted, omni‑channel experiences that support customers throughout their journey and drive towards their desired business outcomes.
You’ll leverage data and customer research insights to identify and build “signals” or key points of friction or opportunity where it would be valuable to have an entry point to a low‑touch or high‑touch motion.
Gain a deep understanding of our customers using research, interviews, and data analysis to improve their experience and remove points of friction.
Collaborate and align cross‑functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces—email, in‑product, webinars, Academy, community, etc.
Collaborate with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience.
Work with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business.
Inform our Customer Education Content roadmap and collaborate with our learning experience designers to create new content for customers.
Collaborate with our other key programs such as voice of customer, enterprise community, and scale community.
Measure and report on program performance and business impact at regular intervals (Monthly all hands, QBRs, H1/2 reviews).
What skills do I need?
8+ years of experience in Customer Experience, Customer Success, Success/Sales/Market Ops, or Support in B2B SaaS companies
3+ years of experience in a customer‑facing role, ideally quota‑carrying, such as sales, success, solutions engineering, or paid support
3+ years of experience building digital‑first, multi‑channel customer engagement programs with a proven track record of improved activations, adoption, and customer retention
Experience working with GTM field teams and designing “signals” or escalation points for low‑touch or high‑touch human engagement
Ability to run complex, simultaneous, cross‑functional initiatives
Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
Experience leveraging customer and user engagement platforms like Intercom, CSPs, Pendo, Groove, Marketo, etc.
Strong analytical and program management skills with an aptitude for working with data
Expertise identifying trends through data analysis and turning insights into actionable outcomes
Experience with Tableau, Looker, Power BI
Excellent change management and communication skills (verbal and written)
Ability to communicate at all levels, elevate program issues, and mitigate risks
Strong interpersonal skills and experience building deep cross‑functional relationships (Ops, Marketing, Product, etc.)
Excellent time management, organizational, and planning skills
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 and match
In‑office bicycle storage
Fun events for Intercomrades, friends, and family!
Proof of eligibility to work in the United States is required.
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.
Is this role not quite what you’re looking for? Join our Talent Community to stay connected with us. #J-18808-Ljbffr
Senior Program Manager, Digital Customer Success
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 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? The Senior Program Manager, Digital Customer Success will join our rapidly growing global team to help Intercom deliver a fully digital, scalable, and customer‑centric success experience. In this role, you will shape, plan, and execute Intercom’s digital‑first Customer Success strategy—owning programs that drive meaningful customer outcomes and exceptional experiences at scale. You’ll collaborate closely with cross‑functional partners across Education, Product, Marketing, and Customer Success to build a cohesive, intuitive, and value‑driven journey for our expanding customer base. Your work will directly influence how customers adopt, grow with, and realize value from Intercom. This role is ideal for someone who is highly strategic, creative, collaborative, and action‑oriented.
What will I be doing?
You’ll be responsible for the success and retention of our Digital segment of customers—tracking towards GRR and other product adoption goals.
You will be responsible for inspecting the segment, identifying and evaluating trends, and building solutions to influence customer retention and product adoption.
You’ll leverage our tech stack and data insights to build personalized, targeted, omni‑channel experiences that support customers throughout their journey and drive towards their desired business outcomes.
You’ll leverage data and customer research insights to identify and build “signals” or key points of friction or opportunity where it would be valuable to have an entry point to a low‑touch or high‑touch motion.
Gain a deep understanding of our customers using research, interviews, and data analysis to improve their experience and remove points of friction.
Collaborate and align cross‑functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces—email, in‑product, webinars, Academy, community, etc.
Collaborate with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience.
Work with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business.
Inform our Customer Education Content roadmap and collaborate with our learning experience designers to create new content for customers.
Collaborate with our other key programs such as voice of customer, enterprise community, and scale community.
Measure and report on program performance and business impact at regular intervals (Monthly all hands, QBRs, H1/2 reviews).
What skills do I need?
8+ years of experience in Customer Experience, Customer Success, Success/Sales/Market Ops, or Support in B2B SaaS companies
3+ years of experience in a customer‑facing role, ideally quota‑carrying, such as sales, success, solutions engineering, or paid support
3+ years of experience building digital‑first, multi‑channel customer engagement programs with a proven track record of improved activations, adoption, and customer retention
Experience working with GTM field teams and designing “signals” or escalation points for low‑touch or high‑touch human engagement
Ability to run complex, simultaneous, cross‑functional initiatives
Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
Experience leveraging customer and user engagement platforms like Intercom, CSPs, Pendo, Groove, Marketo, etc.
Strong analytical and program management skills with an aptitude for working with data
Expertise identifying trends through data analysis and turning insights into actionable outcomes
Experience with Tableau, Looker, Power BI
Excellent change management and communication skills (verbal and written)
Ability to communicate at all levels, elevate program issues, and mitigate risks
Strong interpersonal skills and experience building deep cross‑functional relationships (Ops, Marketing, Product, etc.)
Excellent time management, organizational, and planning skills
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 and match
In‑office bicycle storage
Fun events for Intercomrades, friends, and family!
Proof of eligibility to work in the United States is required.
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.
Is this role not quite what you’re looking for? Join our Talent Community to stay connected with us. #J-18808-Ljbffr