Pre-Sales Senior Engagement Manager

Intercom; Chicago (IL); On-site; USD 133,700 - 159,650; Full time

Benefits offered by this job

Competitive salary and equity

Comprehensive medical, dental, and vision coverage

Flexible paid time off policy

Paid Parental Leave Program

In-office bicycle storage

Fun events for employees and their families

Job summary

Intercom is seeking a Pre-Sales Senior Engagement Manager in Chicago to help bring their AI solution, Fin, to customers. This role involves defining deployment strategies that drive value and adoption before contracts are signed.

The ideal candidate will have experience in consulting or customer success, be skilled at engaging both technical teams and executives, and be able to create clear Statements of Work. This position requires a commitment to building effective solutions for customers using AI technology.

Qualifications

• 3–5 years in consulting, pre‑sales, solutions, or customer success.
• Ability to engage both technical teams and senior executives.
• Proven track record in creating accurate, customer‑ready SOWs.
• Strong commercial acumen and ability to partner with Sales.

Responsibilities

• Lead services scoping to understand customer support operations.
• Partner closely with Sales to position services and shape deals.
• Translate business requirements into clear Statements of Work.
• Help customers rethink their customer experience using AI.
• Evaluate deals for deployment complexities.
• Connect customer needs with Product and Engineering.
• Contribute to process improvements across services.

Skills

Consulting experience

Engaging technical teams

Creating accurate SOWs

Commercial acumen

Stakeholder management

Familiarity with SaaS and AI

AI curiosity

Challenging customers

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest‑performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always‑on customer support across the customer journey – from service, to sales, to e‑commerce. Powered by our own AI models, Fin resolves complex customer issues end‑to‑end across every channel, with minimal set‑up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

What's the opportunity?

We’re hiring a Pre‑Sales Senior Engagement Manager to shape how we bring Fin to life for customers—before a contract is even signed. You’ll work directly with customers and our Sales team to define the right deployment approach so they can launch fast, see value quickly, and avoid painful rework later.

You’ll play a critical role in helping customers confidently invest in AI transformation—designing deployment approaches that balance speed, adoption, and long‑term value.

This isn’t a “follow the playbook” role. You’ll be helping us build the playbook.

What will I be doing?

• Turn ambiguity into clarity – Lead services scoping with customers (Director to C‑level) to understand their support operations, goals, and constraints and turn that into a clear deployment path forward.
• Own the story in pre‑sales – Partner closely with Sales to position services, shape deals, and give customers confidence in how they’ll get value from day one.
• Scope what success looks like – Translate business and technical requirements into clear Statements of Work (SOWs) including scope, assumptions, exclusions, timelines, dependencies, and customer responsibilities.
• Design AI‑powered solutions – Help customers rethink their customer experience using AI—not just replicate old workflows with new tools.
• Assess complexity and guide the right approach – Evaluate deals across dimensions such as workspace and workflow design, Fin readiness, migration complexity, and integrations, then translate them into clear SOWs.
• Be the bridge – Connect customer needs with Product, Engineering, and Customer Success, ensuring what we sell is what we can deliver (and vice versa).
• Improve the system – Contribute to process improvements, tooling, and scalable ways of working across pre‑sales and deployment services.

What skills do I need?

• 3–5 years in consulting, pre‑sales, solutions, or customer success – you’ve solved real customer problems before.
• You’re great at engaging both technical teams and senior executives – seamlessly switching between deep technical detail and high‑level business conversation.
• Proven track record in creating accurate, customer‑ready SOWs that led to successful project delivery.
• Strong commercial acumen and ability to partner with Sales to drive revenue.
• Excellent stakeholder management, negotiation, and communication skills.
• Familiarity with SaaS + AI automation, integrations, and change‑management best practices.
• You’re AI‑curious and hands‑on – you don’t just talk about it, you try things and understand how it changes workflows.
• You’re not afraid to challenge customers (and internal teams) when something doesn’t make sense.

How Success Is Measured

• Accelerate deal velocity – Reduce friction and eliminate ambiguity in how deployment services are scoped, ensuring customers understand the path to value faster.
• Drive services attach and expansion – Help customers see the critical value of investing upfront to get their AI transformation right from day one.
• Scope for delivery success – Build solutions that actually work in the real world—protecting delivery margins through accurate resourcing and clear expectations.
• Deliver real‑world adoption – Ensure your deployment designs lead to meaningful increases in automation, where customers see Fin working in production, not just on paper.

Benefits

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews—great work is rewarded.
• Unlimited access to Claude Code and best‑in‑class AI tools; experimentation & building is encouraged & celebrated.
• Flexible paid time off policy.
• Paid Parental Leave Program.
• In‑office bicycle storage.
• Fun events for employees, friends, and family.

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the Greater Chicago Area is $133,700–$159,650. 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 (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Fin 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.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin 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.

Fin is a federal contractor; therefore, as required by law, we measure progress toward a particular goal of having at least 7% of our workers as people with disabilities. To ensure equal opportunity, we invite all applicants to voluntarily disclose disability status.