# Senior Customer Success Manager

**Company**: Intercom
**Location**: Chicago, Illinois
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $167,700 - $200,273
**Category**: Customer Success
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7733296
**Canonical**: https://yubhub.co/jobs/job_dd2cd0b4-b70

## Description

Job Title: Senior Customer Success Manager

Location: Chicago, Illinois

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

Responsibilities:

- 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.

What skills do I need?

- 4-7 years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.

- Experience with business process mapping, requirements analysis, and solution design.

- Strong technical acumen and passion for AI/agent-building (coding not required).

- Ability to simplify and communicate complex problems clearly across audiences.

- Strong prioritization skills to effectively manage a broad portfolio of customer accounts while delivering depth of impact.

- Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.

- Self-motivated, adaptable, and curious team player with a high level of self-efficacy.

Benefits

- Competitive salary and meaningful equity

- Comprehensive medical, dental, and vision coverage

- Regular compensation reviews - great work is rewarded!

- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.

- Flexible paid time off policy

- Paid Parental Leave Program

- 401k plan & match

- In-office bicycle storage

- Fun events for Intercomrades, friends, and family!

## Skills

### Required
- customer-facing experience
- management consulting
- strategy
- advisory
- enterprise SaaS CSM
- business process mapping
- requirements analysis
- solution design
- technical acumen
- AI/agent-building
- prioritization skills
- self-motivated
- adaptable
- curious team player