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 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