Customer Success Manager, High Touch

Intercom
Chicago
Workplace: HybridFull timeUSD 135,270 - 161,575 annuallyFunction: Customer Success & Account ManagementExperience: 3-5 yearsSkills: ["Trusted advisory","Communication","Prioritization","Adaptability","Problem-solving"]

Partner with Intercom’s largest, most complex customers to lead their AI Agent transformation with Fin. Build trusted advisor relationships with C-suite and Support teams, gather requirements, map processes, and collaborate with engineers to design Fin solutions. Track usage, drive optimizations and adoption, run Success Plans and QBR/EBRs, and serve as the Voice of the Customer to shape success plans and internal strategy. Chicago-based with hybrid expectations.

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Intercom
Intercom
2 days ago

Customer Success Manager, High Touch

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Last checked: 12 hours agoStatus: Live

Job Summary

Partner with Intercom’s largest, most complex customers to lead their AI Agent transformation with Fin. Build trusted advisor relationships with C-suite and Support teams, gather requirements, map processes, and collaborate with engineers to design Fin solutions. Track usage, drive optimizations and adoption, run Success Plans and QBR/EBRs, and serve as the Voice of the Customer to shape success plans and internal strategy. Chicago-based with hybrid expectations.
Location: Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Develop trusted advisor relationships with customers from C-suite stakeholders to individual contributors.
  • •Facilitate requirements gathering and process mapping, documenting operating procedures clearly and actionably.
  • •Collaborate with engineers to translate customer requirements into Fin solution designs, guiding configuration best practices and prompt strategy.
  • •Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
  • •Lead Success Plans, QBRs/EBRs, and strategic planning sessions while advocating as the Voice of the Customer internally.

Pay and Benefits

Salary: USD 135,270 - 161,575 annually
Equity and Bonus:Equity
Perks:Rsus

Key Requirements

  • •3-5 years of relevant customer-facing experience in customer success, account management, or strategic consulting.
  • •Experience in SaaS or consumption-based technology companies is beneficial.
  • •Experience with business process mapping, requirements analysis, and solution design.
  • •Strong technical acumen and passion for AI/agent-building (coding not required).
  • •Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.
Experience:3-5 yearsSaaSConsumption-based technology
Skills:Trusted advisoryCommunicationPrioritizationAdaptabilityProblem-solving
Languages:English

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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
WebsiteLinkedIn