Senior Customer Success Manager

Intercom, Inc.; Camden Town; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading technology company in Camden Town is seeking a professional to develop trusted advisor relationships with customers, guiding them in AI-driven customer service solutions. The ideal candidate has over 8 years of experience in customer-facing roles, excels in business process mapping, and possesses a strong technical background. This role allows influencing how companies utilize AI to enhance support operations while ensuring customers achieve strategic business outcomes.

Benefits

Competitive salary and equity

Lunch and snacks provided

Regular compensation reviews

Pension scheme with matching

Comprehensive health and dental insurance

Open vacation policy

Cycle-to-Work Scheme

MacBooks provided

Qualifications

• 8+ years of customer-facing experience in management consulting, strategy or enterprise SaaS roles.
• Experience with business process mapping and requirements analysis.
• Strong technical acumen and a passion for AI/agent-building.

Responsibilities

• Develop trusted advisor relationships with customers.
• Facilitate requirements gathering and process mapping.
• Collaborate with engineers for solution designs.

Skills

Customer-facing experience

Business process mapping

Solution design

Technical acumen

Strong communication skills

Prioritization skills

Adaptability

Job description

Overview

Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors). Lead successful engagement through requirements gathering, process mapping, and defining actionable terms. Translate customer requirements into Fin solution designs with engineering teams, guiding configuration best practices and prompt strategy. Monitor usage patterns to identify risks, optimize outcomes, and uncover expansion opportunities. Maintain deep product knowledge of Fin and stay aware of developments in the AI-agent industry. Lead Success Plans, QBRs/EBRs, and strategic planning sessions with customers. Prioritize competing demands to drive high-value outcomes across your customer portfolio. Be the Voice of the Customer internally, advocating for customer needs and shaping our solutions strategy.

What you’ll do includes partnering with our largest and most complex customers to help them succeed in the AI-driven customer service space, guiding them through their AI Agent transformation with Fin—from early scoping and requirements gathering to measurable adoption and industry-leading automation and business outcomes. This role offers an opportunity to influence how leading companies deploy AI to transform their support operations and achieve strategic business goals.

Responsibilities

• Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
• Facilitate requirements gathering and process mapping for the customer's 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 expanding capabilities; stay 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 the customer portfolio.
• Be the Voice of the Customer internally, advocating for customers' needs and shaping our solutions strategy.

Qualifications

• 8+ 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.

What we offer

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus snacks and a fully stocked kitchen
• Regular compensation reviews – we reward great work
• Pension scheme & match up to 4%
• Life assurance and comprehensive health and dental insurance for you and dependents
• Open vacation policy and flexible holidays
• Paid maternity leave, and 6 weeks paternity leave
• Cycle-to-Work Scheme with secure bike storage
• MacBooks as 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 a safe and cohesive work environment and focus on doing incredible work to achieve our goals and live our core values. Intercom values diversity and is committed to Equal Employment Opportunity. Intercom will not discriminate against applicants or employees on basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran or military status, genetic information, sexual orientation, gender identity, or any other protected status under law. We respect personal opinion and expression on personal platforms outside of work and focus on delivering value for our customers and goals.

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