Scaled AI-Powered Customer Success Manager

Fin. The highest performing Customer Agent; Dublin; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working policy

Benefits vary by location

Job summary

Fin, now part of Salesforce, is building Intercom's Scaled Customer Success team to reach more customers and deliver high-impact outcomes through our AI-powered Fin features. As a Scaled CS Manager, you will guide adoption at scale, extract value, and help design processes, playbooks, and health signals across customer segments.

Collaborate with Sales, Solution Engineering, Education and Product to ensure a seamless journey from purchase through expansion, while feeding insights back to the

Qualifications

• 2–4+ years in a customer-facing role with high-volume engagement.
• Interest/experience with AI & automation support tools.
• Comfort discussing APIs, integrations, and workflows.
• Excellent communication; ability to explain complex topics clearly.
• Data-driven; monitor usage metrics and adapt strategy.
• Self-starter; build processes from scratch and improve them.
• Strong relationship builder; maintain trust with many customers.

Responsibilities

• Drive broad product adoption, focusing on Fin and AI-powered features to automate support and enhance service.
• Design, implement, and iterate engagement strategies and playbooks scalable across customer segments.
• Monitor usage & health signals; identify risks, opportunities, and expansion paths; drive intervention when needed.
• Collaborate with Sales, Solution Engineering, Education, and Product to ensure a seamless journey from purchase through expansion.
• Act as the Voice of the Customer; feed insights into the product roadmap and training.
• Help define what Scaled CS means here: define processes, tools, metrics, and models for high volume, high value.

Skills

Customer-facing

SaaS experience

AI familiarity

APIs & integrations

Communication

Data-driven

Process building

Tools

Intercom

Job description

Fin, now part of Salesforce, is building Intercom's Scaled Customer Success team to reach more customers and deliver high-impact outcomes through our AI-powered Fin features. As a Scaled CS Manager, you will guide adoption at scale, extract value, and help design processes, playbooks, and health signals across customer segments.

Collaborate with Sales, Solution Engineering, Education and Product to ensure a seamless journey from purchase through expansion, while feeding insights back to the