Customer Success Manager, Scale

What/'s the opportunity? We’re building Intercom’s Scaled Customer Success team to reach more customers, provide consistent high-impact outcomes, and lean even harder into what makes us unique: our AI-powered products (especially Fin) and deep domain expertise. As a Scaled Customer Success Manager, you’ll be the customer’s trusted guide—helping them adopt and embed Intercom’s suite at scale, extracting real value, and scaling processes so more businesses succeed, more reliably. If you’re excited by working at the intersection of AI, product adoption, and operational excellence—and you want to help define how scaled CS works in practice—this is your role.
What will I be doing? Drive broad product adoption, with special focus on Fin and AI-powered features: helping customers understand how Fin can automate support, enhance service, and deliver self-serve experiences, alongside human support.
Design, implement, and iterate on engagement strategies and playbooks that can scale across customer segments—leveraging technology, automation, digital content, and smart touchpoints.
Own implementation and onboarding conversations for your customers, ensuring they are being set up for success from Day 1.
Monitor usage & health signals proactively—identifying risks, opportunities, and expansion paths; drive intervention where needed.
Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion.
Act as the Voice of the Customer: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training.
Help define what “Scaled CS” means here: you’ll be a builder—defining processes, tools, metrics, and models for what high volume, high value looks like.
What skills do I need? 2–4+ years in a customer-facing role in SaaS / technology / product success or similar, with a track record of managing many customers or high-volume engagement.
Strong interest in / experience with AI & automation support tools; ability to explain AI/Fin features and use cases to customers, and help them build workflows around them.
Comfortable discussing technical topics such as APIs, integrations, and workflows—not an expert, but confident engaging with customers on technical questions and guiding them to resources.
Excellent communication skills: can break down complex product and technical topics clearly for different audiences (executives, operations, support leaders).
Data-driven mindset: able to monitor usage metrics, define success metrics, analyze what is / isn’t working, and adapt strategy based on results.
Self-starter, entrepreneurial, comfortable in ambiguity; able to build processes from scratch and consistently improve them.
Strong relationship builder: you can maintain trust even with many customers, manage expectations, and partner with internal stakeholders.
Interest in consumption or usage-based SaaS models.
Exposure to Generative AI, chatbots, virtual agents, or AI-assisted support tools.
Experience in operations, scaling CS / onboarding / customer education / digital engagement programs.
Additional language skills—especially German or French.
We are a well-treated bunch, with awesome benefits If something important to you isn’t 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
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 also offer Windows for certain roles when needed.
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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