Senior Customer Advocacy Manager - Strategic Stories

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin the most advanced customer service AI agent on the market lets businesses deliver always-on impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30000 global businesses Intercom is setting the new standard for customer service. Driven by our core values we push boundaries build with speed and intensity and consistently deliver incredible value to our customers.

Whats the opportunity

Were looking for a senior storyteller to lead our most strategic customer narratives and bring them to life in innovative high-impact ways.

This is a relationship-led end-to-end production role focused on building trusted partnerships with top customers and helping the world see whats possible through their success. Youll work closely with Sales Success and our EMEA-based Advocacy team to identify standout logos unlock co-marketing opportunities and shape stories that build credibility influence and demand.

Customer evidence is central to how we build trust in a new a fast-moving AI market our best proof is our customers and your job is to make sure their stories are seen heard and believed.

Youll need to be a natural storyteller who can spot a powerful arc and shape it into formats that resonate from story slides to video scripts. But youll also be a hands-on operator: managing relationships navigating approvals and ensuring each story gets shared where it matters most.

Youll bring an AI-first mindset to how you work using automation and AI tools to scale smarter move faster and spend more time on the work that truly needs your judgment and craft.

If youre excited to lead flagship stories end-to-end and youre not afraid to chase approvals push creative boundaries and get on a plane to make it happen wed love to meet you.

What will I be doing

This role is high-impact high-visibility and highly collaborative. Youll:

• Build trusted relationships with Intercoms most successful customers to unlock public storytelling.
• Lead end-to-end development of enterprise stories from interviews and approvals to final content delivery (written video visual co-marketing etc.)
• Navigate complex legal/comms/exec approvals with tact and persistence.
• Partner with Sales PMM and Product to align stories with strategic launches and initiatives
• Define and run custom GTM plans for each major story ensuring distribution across: Web & social sales enablement Press/PR and Internal comms.
• Embrace automation and GenAI tools to accelerate story discovery quote extraction drafting and formatting.
• Maintain our standards for clarity and craft. Help raise the bar on how we talk about our customers and our product.
• Actively contribute to Intercoms mindshare goals by making sure every high-impact story is seen and has measurable impact.

What skills do I need

• Youre a natural storyteller with sharp instincts for what makes a narrative credible emotional and contagious.
• Youre a clear persuasive writer with experience in copywriting messaging or narrative design.
• Youre fluent in the tools of modern marketing you know how to move fast with AI no-code tools CRM and creative briefs.
• You have experience building trust with customers and can navigate both internal and external stakeholders with grace and grit.
• Youre a systems thinker able to design and optimize repeatable processes that scale.
• Youre strategic about distribution and understand how to tailor content for multiple surfaces and audiences across paid earned and owned.
• Youre collaborative but autonomous you dont wait for permission to start and youre proud to put your name to your work.
• You dont get stuck in perfectionism you know when good is good enough and how to prioritize speed clarity and impact.

Bonus skills & attributes

• Youve worked in customer marketing advocacy or B2B content marketing before.
• You have experience working in or with technical product teams.
• You have a strong point of view on what makes stories shareable.
• Youve helped run omni-channel campaigns or supported paid/earned activation.

Benefits

We are a well-treated bunch with awesome benefits! If theres something important to you thats not on this list talk to us!

• Competitive salary and meaningful equity
• Comprehensive medical dental and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades friends and family!

The base salary range for candidates within the Greater Chicago Area is $113000 - $135000. Actual base pay will depend on a variety of factors such as education skills experience location etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive as well as stock in the form of Restricted Stock Units (RSUs).

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race color religion creed national origin ancestry sex gender age physical or mental disability veteran or military status genetic information sexual orientation gender identity gender expression marital status or any other legally recognized protected basis under federal state or local law.

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