Customer Success Manager, Scale

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 building Intercoms Scaled Customer Success team to reach more customers provide consistent high-impact outcomes and lean even harder into what makes us unique: our AI-powered products (especially Fin) and deep domain expertise. As a Scaled Customer Success Manager youll be the customers trusted guidehelping them adopt and embed Intercoms suite at scale extracting real value and scaling processes so more businesses succeed more reliably.
Ifyoure excited by working at the intersection of AI product adoption and operational excellenceand you want to help define how scaled CS works in practicethis is your role.

What will I be doing

• Drive broad product adoption with special focus onFin and AI-powered features: helping customers understand how Fin can automate support enhance service and deliver self-serve experiences alongside human support.
• Design implement and iterate onengagement strategies and playbooksthat can scale across customer segmentsleveraging technology automation digital content and smart touchpoints.
• Ownimplementation and onboarding conversationsfor your customers ensuring they are being set up for success from Day 1.
• Monitorusage & health signalsproactivelyidentifying risks opportunities and expansion paths; drive intervention where needed.
• Collaborate closely withSales Solution Engineering Education and Productto ensure a seamless customer journey from purchase through expansion.
• Act as theVoice of the Customer: feed insights from scaled engagements back into the product roadmap feature improvements messaging and internal training.
• Help define whatScaled CSmeans here: youll be a builderdefining processes tools metrics and models for what high volume high value looks like.

What skills do I need

• 24 years in a customer-facing role in SaaS / technology / product success or similar with a track record of managing many customers or high-volume engagement.
• Strong interest in / experience withAI & automation support tools; ability to explain AI/Fin features and use cases to customers and help them build workflows around them.
• Comfortable discussingtechnical topicssuch as APIs integrations and workflowsnot an expert but confident engaging with customers on technical questions and guiding them to resources.
• Excellent communication skills: can break down complex product and technical topics clearly for different audiences (executives operations support leaders).
• Data-driven mindset: able to monitor usage metrics define success metrics analyse what is / isnt working and adapt strategy based on results.
• Self-starter entrepreneurial comfortable in ambiguity; able to build processes from scratch and consistently improve them.
• Strong relationship builder: you can maintain trust even with many customers manage expectations and partner with internal stakeholders.

Bonus skills & attributes

• Interest inconsumption or usage-based SaaS models.
• Exposure toGenerative AI chatbots virtual agents or AI-assisted support tools.
• Experience inoperations scaling CS / onboarding / customer education / digital engagement programs.
• Additionallanguage skillsespecially German or French.

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 equity in a fast-growing start-up
• We serve lunch every weekday plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave as well as 6 weeks paternity leave for fathers to let you spend valuable time with your loved ones
• If youre cycling weve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard but we also offer Windows for certain roles when needed.

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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