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Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin lets businesses deliver always-on, high-quality customer service and transform customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI-enhanced support for more complex or high-touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the standard for customer service. We value speed, intensity, and delivering incredible value to our customers.
What’s the opportunity?
We’re building Intercom’s Scaled Customer Success team to reach more customers, provide consistent high-impact outcomes, and lean into our AI-powered products (especially Fin) 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 so more businesses succeed, more reliably.
If you’re excited by working at the intersection of AI, product adoption, and operational excellence—and you want to help define how scaled CS works in practice—this is your role.
What will I be doing?
* Drive broad product adoption, with special focus on Fin 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 on engagement strategies and playbooks that can scale across customer segments—leveraging technology, automation, digital content, and smart touchpoints.
* Own implementation and onboarding conversations for your customers, ensuring they are set up for success from Day 1.
* Monitor usage and health signals proactively—identifying risks, opportunities, and expansion paths; drive intervention where needed.
* Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion.
* Act as the Voice of the Customer: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training.
* Help define what “Scaled CS” means here: define processes, tools, metrics, and models for high-volume, high-value engagement.
What skills do I need?
* 2–4+ 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 with AI & automation support tools; ability to explain AI/Fin features and use cases to customers, and help them build workflows around them.
* Comfortable discussing technical topics such as APIs, integrations, and workflows; not an expert, but confident engaging with customers on technical questions and guiding them to resources.
* Excellent communication skills: ability to break down complex product and technical topics for executives, operations, and support leaders.
* Data-driven mindset: monitor usage metrics, define success metrics, analyze what is/isn’t working, and adapt strategy based on results.
* Self-starter, entrepreneurial, comfortable in ambiguity; able to build processes from scratch and continuously improve them.
* Strong relationship builder: maintain trust with many customers, manage expectations, and partner with internal stakeholders.
Bonus skills & attributes
* Interest in consumption or usage-based SaaS models.
* Exposure to Generative AI, chatbots, virtual agents, or AI-assisted support tools.
* Experience in operations, scaling CS/onboarding/customer education/digital engagement programs.
* Additional language skills—especially German or French.
Benefits
We offer a well-treated environment with competitive benefits. If there’s something important to you that isn’t on this list, talk to us.
* Competitive salary and equity in a fast-growing start-up
* Company lunches on weekdays, snacks, and a fully stocked kitchen
* Regular compensation reviews
* Pension scheme & match up to 4%
* Life, health, and dental insurance for you and your dependents
* Flexible paid time off policy
* Paid maternity leave and 6 weeks paternity leave
* Cycle-to-Work Scheme with secure bike storage
* MacBook standard; Windows available for certain roles
Policies
Intercom has a hybrid working policy. Employees are expected to be in the office at least three days per week.
We foster an open, inclusive culture and respect personal opinions on non-work topics. We focus on doing incredible work and aligning with our core values. Intercom values diversity and is an Equal Employment Opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity or any other legally protected basis.
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