Senior Customer Success Manager

intercom; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work setup

Office days per week vary

Job summary

Intercom is seeking a senior customer success strategist to guide large, complex customers through adopting an AI-powered agent and improving support operations. This leadership role blends executive advising, process discovery, solution design, adoption planning, and performance analysis with accountability for retention and measurable business outcomes.

You will manage health and renewal readiness for a high-touch portfolio, map processes with engineers, and lead business reviews, balancing

Qualifications

• At least eight years in customer-facing consulting, strategy, advisory, or enterprise software customer success roles.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical fluency and interest in AI agents; coding is not required.
• Demonstrated success improving adoption, business processes, and measurable outcomes for enterprise customers.
• Clear communication, effective prioritization across multiple accounts, adaptability, and initiative.

Responsibilities

• Manage the health and renewal readiness of a high-touch customer portfolio, monitor adoption and service indicators, and coordinate plans to address risks.
• Connect product performance to customer goals such as lower support costs, greater team capacity, and improved customer experience; communicate results to executive sponsors.
• Create and prioritize automation roadmaps that balance customer needs and expected value.
• Build relationships across customer organizations, from senior executives to frontline teams, so plans have broad support.
• Map support processes and requirements, document them clearly, and partner with engineers on solution design and configuration guidance.
• Review usage and resolution data to find improvements, address gaps, and identify opportunities to expand use.
• Lead success plans, business reviews, and strategic planning; share customer feedback internally and mentor other customer success managers.

Skills

Customer success leadership

Stakeholder management

Communication skills

Problem solving

Job description

Role overview

Guide large, complex customers through adopting an AI-powered customer service agent and improving support operations. This strategic customer success role combines executive advising, process discovery, solution design, adoption planning, and performance analysis, with responsibility for customer retention and measurable business outcomes.

Responsibilities

• Manage the health and renewal readiness of a high-touch customer portfolio, monitor adoption and service indicators, and coordinate plans to address risks.
• Connect product performance to customer goals such as lower support costs, greater team capacity, and improved customer experience; communicate results to executive sponsors.
• Create and prioritize automation roadmaps that balance customer needs and expected value.
• Build relationships across customer organizations, from senior executives to frontline teams, so plans have broad support.
• Map support processes and requirements, document them clearly, and partner with engineers on solution design and configuration guidance.
• Review usage and resolution data to find improvements, address gaps, and identify opportunities to expand use.
• Lead success plans, business reviews, and strategic planning; share customer feedback internally and mentor other customer success managers.

Requirements

• At least eight years in customer-facing consulting, strategy, advisory, or enterprise software customer success roles.
• Experience with business process mapping, requirements analysis, and solution design.
• Strong technical fluency and interest in AI agents; coding is not required.
• Demonstrated success improving adoption, business processes, and measurable outcomes for enterprise customers.
• Clear communication, effective prioritization across multiple accounts, adaptability, and initiative.

Benefits and work setup

• Hybrid arrangement requiring at least three office days per week. Benefits vary by work location and local requirements.