Intercom

1 month ago

Principal Customer Success Manager, Enterprise

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Lead and nurture strategic, enterprise-scale AI-driven customer success initiatives for top clients. Build trusted advisor relationships, map requirements, design automation & AI maturity roadmaps, collaborate with engineering, monitor usage and ROI, and drive multi-stakeholder success plans to secure expansion and renewals in a hybrid Chicago-area environment.

Location: Chicago

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Manager level

Key Responsibilities

•Develop trusted advisor relationships with customers across a focused portfolio of high-value enterprise accounts.
•Facilitate requirements gathering and process mapping for the customer’s operating procedures; document clearly and actionably.
•Act as a transformation architect influencing customer strategy and defining automation/AI maturity roadmaps to drive cost reduction or CX innovation.
•Collaborate with engineers to translate customer requirements into Fin solution designs and guide configuration best practices.
•Monitor Fin usage patterns to identify risks, optimize performance, and identify expansion opportunities.

Pay and Benefits

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kEquityRsus

Key Requirements

•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 at enterprise scale.
•Strong technical acumen and genuine passion for AI, comfortable discussing technical concepts with engineering and product teams (coding not required).
•Ability to evaluate AI performance data and translate metrics into business outcomes.
•Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executives.

Experience:8+ yearsEnterprise SaaSCustomer successAIAutomation

Skills:CommunicationLeadershipProblem-solvingPresentationStakeholder management

Languages:English

Tech Stack:AIAutomationCRMData analysis

Company Brief

Intercom

Provides a customer messaging platform combining chat, bots, and product tours to help businesses convert, engage, and support customers across their lifecycle. Integrates with CRM and workflow tools for personalized in-app and email communication.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn

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Intercom

1 month ago

Principal Customer Success Manager, Enterprise

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Chicago

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Manager level

Key Responsibilities

•Develop trusted advisor relationships with customers across a focused portfolio of high-value enterprise accounts.
•Facilitate requirements gathering and process mapping for the customer’s operating procedures; document clearly and actionably.
•Act as a transformation architect influencing customer strategy and defining automation/AI maturity roadmaps to drive cost reduction or CX innovation.
•Collaborate with engineers to translate customer requirements into Fin solution designs and guide configuration best practices.
•Monitor Fin usage patterns to identify risks, optimize performance, and identify expansion opportunities.

Pay and Benefits

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kEquityRsus

Key Requirements

•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 at enterprise scale.
•Strong technical acumen and genuine passion for AI, comfortable discussing technical concepts with engineering and product teams (coding not required).
•Ability to evaluate AI performance data and translate metrics into business outcomes.
•Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executives.

Experience:8+ yearsEnterprise SaaSCustomer successAIAutomation

Skills:CommunicationLeadershipProblem-solvingPresentationStakeholder management

Languages:English

Tech Stack:AIAutomationCRMData analysis

Company Brief

Intercom

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: San Francisco, United States

Founded: 2011

Website LinkedIn