Customer Success Manager, High Touch

Intercom
London, Dublin
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Trusted advisor","Customer relationship management","Change management","Communication","Strategic planning","Churn risk management","Stakeholder management"]

Own the end-to-end customer journey for high-value Strategic accounts, building C-suite relationships and acting as a trusted advisor. Drive customer success plans through QBRs, executive business reviews, and strategic planning to accelerate product adoption, expand AI and Intercom solutions, and reduce churn. Guide the customer and internal team to realize measurable value from their Fin and Intercom investment while sharing customer insights internally to improve offerings.

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FursaFursa
Intercom
Intercom
14 hours ago

Customer Success Manager, High Touch

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Own the end-to-end customer journey for high-value Strategic accounts, building C-suite relationships and acting as a trusted advisor. Drive customer success plans through QBRs, executive business reviews, and strategic planning to accelerate product adoption, expand AI and Intercom solutions, and reduce churn. Guide the customer and internal team to realize measurable value from their Fin and Intercom investment while sharing customer insights internally to improve offerings.
Location: London, Dublin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Develop trusted advisor relationships with high-value customers at C-suite and executive levels to drive lifecycle success.
  • •Collaborate with the customer and account team (Sales, Partners, Solution Engineers) to create Customer Success Plans including QBRs and executive business reviews.
  • •Maintain deep expertise in Fin products and solutions to advise customers on feature adoption aligned to their requirements.
  • •Execute adoption strategies for AI products, including change management and fulfillment of Fin packages.
  • •Identify growth opportunities, reduce churn and contraction via early risk identification and mitigation, and provide voice-of-the-customer feedback internally.

Key Requirements

  • •8+ years in customer-facing Customer Success, account management, or strategic consulting; SaaS/consumption-based technology experience is beneficial.
  • •Ability to support strategic and complex enterprise customer needs and drive value realization across global teams.
  • •Proven track record establishing trusted-advisor relationships with customer partners to guide outcomes.
  • •Experience using success plans to align goals to business strategy and define success metrics.
  • •Ability to understand and communicate complex problems clearly to different audiences.
Experience:SaaSEnterpriseConsumption-based technologyAI customer supportCustomer serviceEcommerce
Skills:Trusted advisorCustomer relationship managementChange managementCommunicationStrategic planningChurn risk managementStakeholder management
Languages:English
Tech Stack:IntercomAI

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