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.

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 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?

Benefits & Compensation

Proof of eligibility to work in the United States is required.

The OTE range for candidates within the San Francisco Bay Area is $180,000 – $215,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Intercom has a hybrid working policy. We expect employees to be in the office at least three days per week.

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 any protected class under federal, state, or local law.

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