# Customer Success Manager, Scale

**Company**: Fin, now part of Salesforce
**Location**: Dublin, Ireland
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Sales
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/8289272?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7d2d43f0-705

## Description

Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.

We're building Intercom's Scaled Customer Success team to reach more customers, provide consistent high-impact outcomes, and leverage AI-powered products and deep domain expertise.

As a Scaled Customer Success Manager, you'll be the customer's trusted guide, helping them adopt and embed Intercom's suite at scale, extracting real value, and scaling processes so more businesses succeed.

**Responsibilities**

- Drive broad product adoption, with a focus on Fin and AI-powered features

- Design, implement, and iterate on engagement strategies and playbooks that can scale across customer segments

- Monitor usage and health signals proactively, identifying risks and opportunities

- Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey

- Act as the Voice of the Customer, feeding insights back into the product roadmap and feature improvements

- Help define what 'Scaled CS' means, building processes, tools, metrics, and models for high-volume, high-value engagements

**Requirements**

- 2-4+ years in a customer-facing role in SaaS, technology, or product success

- Strong interest in or experience with AI and automation support tools

- Comfortable discussing technical topics such as APIs, integrations, and workflows

- Excellent communication skills, breaking down complex topics for different audiences

- Data-driven mindset, monitoring usage metrics and adapting strategy based on results

- Self-starter, entrepreneurial, and comfortable in ambiguity

- Strong relationship builder, maintaining trust with many customers and internal stakeholders

**Nice to Have**

- Interest in consumption or usage-based SaaS models

- Exposure to Generative AI, chatbots, or AI-assisted support tools

- Experience in operations, scaling CS, onboarding, customer education, or digital engagement programs

**Benefits**

- Flexible working policy, with a mix of in-office and remote work

- Support for health and wellbeing, family, time away from work, and financial future

- Opportunities for growth and professional development

## Skills

### Required
- AI and automation support tools
- Customer-facing experience
- Communication skills
- Data-driven mindset
- Relationship building

### Nice to have
- Consumption or usage-based SaaS models
- Generative AI
- Chatbots
- Virtual agents
- AI-assisted support tools
- Operations
- Scaling CS
- Onboarding
- Customer education
- Digital engagement programs

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/8289272?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)