# 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_8e407187-b9a

## 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 for more businesses to succeed.

**Responsibilities**

- Drive broad product adoption, focusing on Fin and AI-powered features

- Design and implement engagement strategies and playbooks that scale across customer segments

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

- Collaborate with Sales, Solution Engineering, Education, and Product for a seamless customer journey

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

- Help define what 'Scaled CS' means, building processes, tools, metrics, and models

**Requirements**

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

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

- Comfortable discussing technical topics like APIs and integrations

- 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, or customer education

**Benefits**

- Competitive compensation

- Benefits and resources to support health, wellbeing, family, and financial future

- Hybrid working policy, with flexibility to work from home

- Radically open and accepting culture

## Skills

### Required
- AI
- automation support tools
- product adoption
- customer success
- communication
- data analysis

### Nice to have
- consumption or usage-based SaaS models
- Generative AI
- chatbots
- operations
- scaling CS

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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)