# Senior Customer Success Manager (Portuguese Speaker)

**Company**: Intercom
**Location**: San Francisco, California
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $180,000 - $215,000
**Category**: Customer Success
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7416941?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_03bc05d5-e43

## Description

As a Senior Customer Success Manager, you will partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. You will work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin , from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.

This role is an opportunity to shape how the world's leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.

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.

Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.

Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.

Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.

Be the Voice of the Customer internally, advocating for customers’ needs and shaping our solutions strategy.

What skills do I need?

4-7 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.

Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.

Self-motivated, adaptable, and curious team player with a high level of self-efficacy.

Benefits

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

Competitive salary and meaningful equity

Comprehensive medical, dental, and vision coverage

Regular compensation reviews - great work is rewarded!

Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.

Flexible paid time off policy

Paid Parental Leave Program

401k plan & match

In-office bicycle storage

Fun events for Intercomrades, friends, and family!

## Skills

### Required
- customer-facing experience
- management consulting
- strategy
- advisory
- enterprise SaaS CSM roles
- business process mapping
- requirements analysis
- solution design
- strong technical acumen
- passion for AI/agent-building
- ability to simplify and communicate complex problems
- strong prioritization skills
- self-motivated
- adaptable
- curious team player

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7416941?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)