# Senior Customer Success Manager

**Company**: Intercom
**Location**: San Francisco, California
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $180,000 - $222,525
**Category**: Customer Success
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7733203?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3f97bbad-c6a

## Description

As a Senior Customer Success Manager, you'll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. You'll 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.

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.

## Skills

### Required
- customer-facing experience
- management consulting
- strategy
- advisory
- enterprise SaaS CSM roles
- business process mapping
- requirements analysis
- solution design
- technical acumen
- AI/agent-building
- 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/7733203?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)