Customer Success Manager - High Touch

IntercomDublin, Ireland

On-site Full-time

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Experience Level

Manager

Qualifications

To excel in this role, you should have a strong background in customer success management, with a proven track record of fostering relationships at the executive level. Familiarity with AI technology, customer service solutions, and a passion for helping clients succeed are crucial. Excellent communication skills and the ability to work collaboratively with cross-functional teams will be vital for driving customer outcomes.

About the job

Intercom is a pioneering AI Customer Service company dedicated to empowering businesses to deliver exceptional customer experiences.

Our AI agent, Fin, stands as the most sophisticated customer service AI available, enabling businesses to provide round-the-clock, flawless customer service, thereby revolutionizing their customer interactions. Fin can be integrated with our Helpdesk to form a comprehensive solution known as the Intercom Customer Service Suite. This suite offers AI-enhanced support for more intricate or high-touch inquiries that necessitate human intervention.

Established in 2011 and relied upon by nearly 30,000 businesses worldwide, Intercom is setting new benchmarks in customer service. Guided by our core values, we continuously push boundaries, work with urgency, and consistently deliver outstanding value to our clients.

What’s the Opportunity?

Customer Success Managers (CSMs) at Intercom collaborate with a diverse array of dynamic customers across multiple industries, navigating through various phases of their business journey to ensure they extract the full value from their Intercom investment. CSMs actively engage with clients to foster early and sustained success by implementing methodologies that encourage product adoption, solution expansion, and long-term growth.

As a CSM, you will cultivate relationships and gain a deep understanding of the Intercom customer journey. You will be equipped to help customers overcome obstacles, delivering value realization through proactive and systematic customer engagement and best practices.

You will leverage your product knowledge to assist customers in overcoming challenges associated with the implementation and growth of our AI offerings, acting as a trusted advisor to facilitate necessary changes.

You’ll interact with a range of customer profiles, including C-Level executives, CX leaders, and complex global CX teams to support the successful adoption and expansion of their Intercom solution investments.

Your Responsibilities

Establish a trusted advisor relationship with C-suite customers, driving success with our platform to ensure they derive maximum value from our solutions throughout their lifecycle.
Lead the customer and Intercom account teams (Sales, Partners, Solution Engineers) in crafting Customer Success Plans, which include quarterly business reviews (QBRs), executive business reviews, strategic planning sessions, and, when necessary, churn mitigation plans.
Serve as an expert and advisor, maintaining deep knowledge of Intercom products and solutions to enhance our customers' ability to successfully adopt the most relevant features for their specific needs.
Engage actively with your customers to foster a collaborative environment and ensure their success.

About Intercom

Intercom is redefining the customer service landscape with its cutting-edge AI solutions. By combining innovative technology with exceptional service, we enable businesses to enhance their customer interactions. Trusted by thousands, we are committed to delivering unparalleled value and support to our clients.

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Jan 23, 2026

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Customer Success Manager - High Touch

Intercom

Full-time|On-site|Dublin, Ireland

Intercom is a pioneering AI Customer Service company dedicated to empowering businesses to deliver exceptional customer experiences.Our AI agent, Fin, stands as the most sophisticated customer service AI available, enabling businesses to provide round-the-clock, flawless customer service, thereby revolutionizing their customer interactions. Fin can be integrated with our Helpdesk to form a comprehensive solution known as the Intercom Customer Service Suite. This suite offers AI-enhanced support for more intricate or high-touch inquiries that necessitate human intervention.Established in 2011 and relied upon by nearly 30,000 businesses worldwide, Intercom is setting new benchmarks in customer service. Guided by our core values, we continuously push boundaries, work with urgency, and consistently deliver outstanding value to our clients.What’s the Opportunity?Customer Success Managers (CSMs) at Intercom collaborate with a diverse array of dynamic customers across multiple industries, navigating through various phases of their business journey to ensure they extract the full value from their Intercom investment. CSMs actively engage with clients to foster early and sustained success by implementing methodologies that encourage product adoption, solution expansion, and long-term growth.As a CSM, you will cultivate relationships and gain a deep understanding of the Intercom customer journey. You will be equipped to help customers overcome obstacles, delivering value realization through proactive and systematic customer engagement and best practices.You will leverage your product knowledge to assist customers in overcoming challenges associated with the implementation and growth of our AI offerings, acting as a trusted advisor to facilitate necessary changes.You’ll interact with a range of customer profiles, including C-Level executives, CX leaders, and complex global CX teams to support the successful adoption and expansion of their Intercom solution investments.Your ResponsibilitiesEstablish a trusted advisor relationship with C-suite customers, driving success with our platform to ensure they derive maximum value from our solutions throughout their lifecycle.Lead the customer and Intercom account teams (Sales, Partners, Solution Engineers) in crafting Customer Success Plans, which include quarterly business reviews (QBRs), executive business reviews, strategic planning sessions, and, when necessary, churn mitigation plans.Serve as an expert and advisor, maintaining deep knowledge of Intercom products and solutions to enhance our customers' ability to successfully adopt the most relevant features for their specific needs.Engage actively with your customers to foster a collaborative environment and ensure their success.

Jan 28, 2026

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Customer Success Manager - High Touch

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