Strategic AI CSM for Enterprise Accounts

Screendesk; San Francisco (CA); Hybride; USD 180 000 - 215 000; Plein temps

Avantages offerts par ce poste

Competitive salary and equity

Medical, dental, vision coverage

Regular compensation reviews

Flexible PTO

Paid Parental Leave

Bike storage in office

Social events for Intercomrades

Résumé du poste

Intercom is seeking a Strategic CSM to partner with our largest customers, guiding them through AI-driven transformations with Fin and the Intercom Customer Service Suite. You will work with C-suite executives and support teams to drive adoption, measure outcomes, and optimize for value in a rapidly evolving AI-enabled environment.

The role is based in the San Francisco Bay Area with a hybrid policy requiring in-office presence at least three days per week.

Qualifications

• 4–7 years in management consulting, strategy, advisory, or enterprise SaaS CSM.
• 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 to manage a broad portfolio while delivering impact.

Responsabilités

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

Connaissances

Customer-facing experience

Business process mapping

Requirements analysis

Solution design

AI/agent-building interest

Clear communication

Prioritization

Description du poste

Intercom is seeking a Strategic CSM to partner with our largest customers, guiding them through AI-driven transformations with Fin and the Intercom Customer Service Suite. You will work with C-suite executives and support teams to drive adoption, measure outcomes, and optimize for value in a rapidly evolving AI-enabled environment.

The role is based in the San Francisco Bay Area with a hybrid policy requiring in-office presence at least three days per week.