Senior Customer Success Manager

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 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 is an opportunity to shape how the world’s leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.

What will I be doing?

- Develop trusted advisor relationships with customers (from C‑suite stakeholders to individual contributors).

- Facilitate requirements gathering and process mapping for the customer’s 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 fast‑expanding capabilities; remain market 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.

What skills do I need?

- 8+ 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 effectively 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.

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 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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