Intercom

8 months ago

Scaled Customer Success Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 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

Website LinkedIn

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Intercom

8 months ago

Scaled Customer Success Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

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

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