Senior Customer Success Manager

Intercom
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Communication","Relationship-building","Problem-solving","Presentation","Negotiation"]

Strategic CSM will partner with the company’s largest, most complex customers to guide AI-driven agent transformations, translating requirements into Fin solution designs, driving adoption and measurable business outcomes, and aligning customer needs with Intercom’s AI Customer Service Suite across executive and cross-functional teams.

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Intercom
Intercom
6 months ago

Senior Customer Success Manager

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Last checked: 3 hours agoStatus: Live

Job Summary

Strategic CSM will partner with the company’s largest, most complex customers to guide AI-driven agent transformations, translating requirements into Fin solution designs, driving adoption and measurable business outcomes, and aligning customer needs with Intercom’s AI Customer Service Suite across executive and cross-functional teams.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
  • •Facilitate requirements gathering and process mapping for standard operating procedures; document in clear, precise, and actionable terms.
  • •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.
  • •Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.

Pay and Benefits

Equity and Bonus:Equity
Perks:EquityHealth InsuranceDentalPensionPaid Leave

Key Requirements

  • •8+ 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.
  • •Strong technical acumen and passion for AI/agent-building (coding not required).
  • •Ability to simplify and communicate complex problems clearly across audiences.
  • •Strong prioritization skills to effectively manage a broad portfolio of customer accounts while delivering depth of impact.
Experience:8+ yearsEnterprise SaaSCSMManagement consulting
Skills:CommunicationRelationship-buildingProblem-solvingPresentationNegotiation
Languages:English
Tech Stack:AIAgent-buildingRequires collaboration with engineering

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