Customer Success Manager, High Touch

Intercom
San Francisco, Chicago
Workplace: HybridFull timeUSD 150,300 - 179,525 annuallyFunction: Customer Success & Account ManagementExperience: 3-5 yearsSkills: ["Communication","Prioritization","Problem-solving","Adaptability","Self-motivation"]

Partner with Intercom’s largest, most complex customers to drive success with Fin’s AI Agent transformation. Build trusted advisor relationships, lead requirements gathering and process mapping, and collaborate with engineers to translate customer needs into solution designs. Track usage patterns to mitigate risk and drive optimizations and expansion, while running Success Plans, QBRs/EBRs, and strategic planning to deliver measurable adoption and business outcomes.

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FursaFursa
Intercom
Intercom
2 days ago

Customer Success Manager, High Touch

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Partner with Intercom’s largest, most complex customers to drive success with Fin’s AI Agent transformation. Build trusted advisor relationships, lead requirements gathering and process mapping, and collaborate with engineers to translate customer needs into solution designs. Track usage patterns to mitigate risk and drive optimizations and expansion, while running Success Plans, QBRs/EBRs, and strategic planning to deliver measurable adoption and business outcomes.
Location: San Francisco, Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Develop trusted advisor relationships with customers from C-suite stakeholders to individual contributors.
  • •Facilitate requirements gathering and process mapping, documenting standard operating procedures in clear, actionable terms.
  • •Collaborate with engineers to translate customer requirements into Fin solution designs and guide configuration best practices.
  • •Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
  • •Lead Success Plans and QBRs/EBRs, advocate internally as Voice of the Customer, and drive strategic planning and competing priorities for high-value outcomes.

Pay and Benefits

Salary: USD 150,300 - 179,525 annually
Equity and Bonus:Equity

Key Requirements

  • •3-5 years of relevant experience in customer success, account management, or strategic consulting for customer-facing roles, ideally in SaaS or consumption-based technology.
  • •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.
  • •Track record driving adoption, process improvement, and measurable outcomes for enterprise customers.
Experience:3-5 yearsSaaSConsumption-based technologyEnterpriseAI/agentCustomer success
Skills:CommunicationPrioritizationProblem-solvingAdaptabilitySelf-motivation
Languages:English
Tech Stack:AIAI agentsPrompt strategy

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