Intercom

4 weeks ago

Senior Customer Success Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Partner with large, complex customers to drive successful AI Agent transformations for enterprise support operations. Lead requirements gathering and process mapping, translate customer needs into Fin solution designs alongside engineers, and guide configuration best practices and prompt strategy. Monitor adoption and usage patterns to surface risks, optimizations, and expansion opportunities through Success Plans and QBR/EBR business reviews, while serving as the internal Voice of the Customer.

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Develop trusted advisor relationships with customers across c-suite stakeholders and individual contributors.
•Facilitate requirements gathering and process mapping for standard operating procedures, documenting clearly and actionably.
•Collaborate with engineers to translate customer requirements into Fin solution designs, advising on 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; prioritize competing demands and act as the Voice of the Customer internally.

Pay and Benefits

Perks:Health InsuranceEquityMeal AllowancePaid Leave

Key Requirements

•4–7 years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS customer success roles.
•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 different audiences.
•Proven success driving adoption, process improvement, and measurable outcomes for enterprise customers.

Experience:4-7 years

Skills:CommunicationPrioritizationAdaptabilityCuriositySelf-motivation

Tech Stack:Claude CodeAI tools

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

Loading job details...

Preparing the role view and application actions.

Intercom

4 weeks ago

Senior Customer Success Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Develop trusted advisor relationships with customers across c-suite stakeholders and individual contributors.
•Facilitate requirements gathering and process mapping for standard operating procedures, documenting clearly and actionably.
•Collaborate with engineers to translate customer requirements into Fin solution designs, advising on 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; prioritize competing demands and act as the Voice of the Customer internally.

Pay and Benefits

Perks:Health InsuranceEquityMeal AllowancePaid Leave

Key Requirements

•4–7 years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS customer success roles.
•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 different audiences.
•Proven success driving adoption, process improvement, and measurable outcomes for enterprise customers.

Experience:4-7 years

Skills:CommunicationPrioritizationAdaptabilityCuriositySelf-motivation

Tech Stack:Claude CodeAI tools

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