Customer Success Manager, Scale

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