Strategic CSM: AI-Driven Enterprise Success

Screendesk; Chicago (IL); Hybride; USD 162 000 - 194 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Stock equity

Health insurance

Flexible PTO

Parental leave

Office bike storage

Social events

Résumé du poste

Intercom, a leader in AI customer service, seeks a Strategic CSM to partner with our largest customers and drive Fin adoption and value realization. You’ll work with executive stakeholders and support teams to scope projects, gather requirements, and design AI-enabled configurations that deliver measurable business outcomes.

You’ll lead success planning, drive adoption programs, and identify expansion opportunities while staying current on AI-agent market trends.

Qualifications

• 4-7 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.

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

Management consulting

Strategy advisory

Enterprise SaaS CSM

Business process mapping

Requirements analysis

Solution design

AI/agent-building interest

Communication across audiences

Prioritization across portfolio

Adoption and outcomes focus

Self-motivated and adaptable

Description du poste

Intercom, a leader in AI customer service, seeks a Strategic CSM to partner with our largest customers and drive Fin adoption and value realization. You’ll work with executive stakeholders and support teams to scope projects, gather requirements, and design AI-enabled configurations that deliver measurable business outcomes.

You’ll lead success planning, drive adoption programs, and identify expansion opportunities while staying current on AI-agent market trends.