Customer Success Manager, Scale

Intercom
Chicago
Workplace: HybridFull timeUSD 108,500 - 129,645 annuallyFunction: Customer Success & Account ManagementExperience: 2-4 yearsSkills: ["Communication","Problem-solving","Relationship building","Data analysis","Stakeholder management"]

Join Intercom’s Scaled Customer Success team to drive adoption of AI-powered Fin features, design scalable engagement strategies, and guide customers from onboarding through expansion. Collaborate across Sales, Engineering, Education, and Product to ensure a seamless journey, act as the Voice of the Customer, and help define scalable CS processes for high-volume, high-value outcomes.

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Intercom
Intercom
10 months ago

Customer Success Manager, Scale

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Last checked: 3 hours agoStatus: Live

Job Summary

Join Intercom’s Scaled Customer Success team to drive adoption of AI-powered Fin features, design scalable engagement strategies, and guide customers from onboarding through expansion. Collaborate across Sales, Engineering, Education, and Product to ensure a seamless journey, act as the Voice of the Customer, and help define scalable CS processes for high-volume, high-value outcomes.
Location: Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Drive broad product adoption, with special focus on Fin and AI-powered features: helping customers understand how Fin can automate support, enhance service, and deliver self-serve experiences, alongside human support.
  • •Design, implement, and iterate on engagement strategies and playbooks that can scale across customer segments—leveraging technology, automation, digital content, and smart touchpoints.
  • •Own implementation and onboarding conversations for your customers, ensuring they are being set up for success from Day 1.
  • •Monitor usage & health signals proactively—identifying risks, opportunities, and expansion paths; drive intervention where needed.
  • •Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion.

Pay and Benefits

Salary: USD 108,500 - 129,645 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kEquityRsusBicycle Storage

Key Requirements

  • •2–4+ years in a customer-facing role in SaaS / technology / product success or similar, with a track record of managing many customers or high-volume engagement.
  • •Strong interest in / experience with AI & automation support tools; ability to explain AI/Fin features and use cases to customers, and help them build workflows around them.
  • •Comfortable discussing technical topics such as APIs, integrations, and workflows—not an expert, but confident engaging with customers on technical questions and guiding them to resources.
  • •Excellent communication skills: can break down complex product and technical topics clearly for different audiences (executives, operations, support leaders).
  • •Data-driven mindset: able to monitor usage metrics, define success metrics, analyse what is / isn’t working, and adapt strategy based on results.
Experience:2-4 yearsSaaSTechnologyAI
Skills:CommunicationProblem-solvingRelationship buildingData analysisStakeholder management
Languages:English
Tech Stack:APIsIntegrationsAIFinAutomationDigital engagement

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