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: 6 hours agoStatus: Live

Job Summary

Lead and manage strategic relationships with high-value enterprise customers to drive AI-driven transformation of customer service. You will guide scoping, requirements, and adoption, collaborate with engineering and product to design AI-enabled solutions, monitor ROI and outcomes, and work cross-functionally to ensure renewals, expansion, and long-term value for C-suite stakeholders.

Location: London, Dublin

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts).
•Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms.
•Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both.
•Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.
•Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.

Pay and Benefits

Perks:Health InsuranceDentalEquityPaid LeavePension

Key Requirements

•10+ 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 engaging with technical concepts and holding meaningful conversations with engineering and product teams (coding not required).
•Ability to evaluate AI performance data—automation rate, resolution rate, CSAT deflection—and translate metrics into compelling business outcomes.
•Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executive audiences.

Experience:10+ yearsEnterprise SaaSAICustomer success

Skills:CommunicationProblem-solvingLeadershipStakeholder management

Languages:English

Tech Stack:AIData analytics

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: 6 hours agoStatus: Live

Job Summary

Location: London, Dublin

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts).
•Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms.
•Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both.
•Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.
•Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.

Pay and Benefits

Perks:Health InsuranceDentalEquityPaid LeavePension

Key Requirements

•10+ 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 engaging with technical concepts and holding meaningful conversations with engineering and product teams (coding not required).
•Ability to evaluate AI performance data—automation rate, resolution rate, CSAT deflection—and translate metrics into compelling business outcomes.
•Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executive audiences.

Experience:10+ yearsEnterprise SaaSAICustomer success

Skills:CommunicationProblem-solvingLeadershipStakeholder management

Languages:English

Tech Stack:AIData analytics

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