About the job
Intercom is a pioneering AI Customer Service company dedicated to revolutionizing customer experiences for businesses worldwide.
Our state-of-the-art AI agent, Fin, is the most advanced customer service solution available, enabling businesses to offer impeccable 24/7 customer support, thus enhancing overall customer satisfaction. Fin can seamlessly integrate with our Helpdesk, forming the comprehensive Intercom Customer Service Suite, which provides AI-augmented assistance for more intricate queries necessitating human intervention.
Since our establishment in 2011, we have gained the trust of nearly 30,000 businesses across the globe, setting a new benchmark in customer service. Guided by our core values, we continually strive to break new ground, work with urgency and intensity, and provide exceptional value to our clients.
What’s the opportunity?
As a Senior Customer Success Manager, you will engage with our largest and most intricate customers, facilitating their success in the evolving landscape of AI-driven customer service. Collaborating with C-suite executives and their support teams, you will navigate them through their transformative journey with Fin—from initial project scoping and requirement gathering to ensuring measurable adoption and optimal business outcomes.
This position offers a unique chance to influence how leading global companies leverage AI to enhance their support operations, aligning strategic outcomes with their business objectives.
Key Responsibilities
- Build trusted advisor relationships with clients, ranging from executive stakeholders to team members.
- Lead requirements gathering and process mapping for standard operating procedures, documenting in clear and actionable terms.
- Collaborate with engineering teams to translate customer requirements into effective Fin solution designs, providing guidance on configuration best practices and prompt strategies.
- Analyze Fin usage patterns to identify potential risks, recommend optimizations, and uncover expansion opportunities.
- Maintain comprehensive knowledge of Fin's rapidly evolving capabilities and stay informed about trends in the AI-agent industry.
- Conduct Success Plans, Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and strategic planning sessions with customers.
- Prioritize competing demands to achieve the highest value outcomes across your customer portfolio.
- Act as the Voice of the Customer internally, advocating for their needs and influencing our solutions strategy.

