Intercom is seeking a Senior Customer Success Manager to partner with large and complex customers to help them succeed in AI-driven customer service. The ideal candidate will have 4-7 years of customer-facing experience and strong technical acumen, with a passion for AI and agent-building. As a trusted advisor, the Senior Customer Success Manager will guide customers through AI Agent transformation, facilitating requirements gathering, process mapping, and solution design. They will also maintain deep product knowledge of Fin’s capabilities and lead strategic planning sessions with customers. This role offers a competitive salary, equity, and comprehensive benefits.
Requirements
- 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 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.
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!
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