Customer Success Manager 2

Customer Success Manager 2

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?

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 guidehelping 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 excellenceand you want to help define how scaled CS works in practicethis 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 segmentsleveraging 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 proactivelyidentifying 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 builderdefining processes, tools, metrics, and models for what high volume, high value looks like.

What Skills Do I Need?

Bonus Skills & Attributes

Benefits

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!

The OTE range for candidates within the Greater Chicago Area is $101,250 - $120,938. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. 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 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.