Senior Customer Success Manager

Overview

In this Strategic CSM role, you partner with our largest, most complex customers to drive AI-driven support transformations using Fin. You’ll guide executive stakeholders through scoping, adoption, and measurable outcomes, shaping how leading companies deploy AI to modernize their service operations. You work cross-functionally to translate needs into Fin configurations and strategy, delivering high-value outcomes. This is a chance to influence enterprise AI deployments at scale and contribute to Intercom’s mission of delivering exceptional customer experiences.

Pay / Benefits

• competitive salary and equity
• pension scheme and matching
• comprehensive health and dental insurance
• open vacation policy and flexible holidays
• maternity and paternity leave
• Cycle-to-Work Scheme and bike storage

Responsibilities

• Build trusted relationships with C-suite and cross-functional teams
• Lead requirements gathering and process mapping, documenting clear actionables
• Translate customer needs into Fin solution designs with best-practice configuration guidance
• Monitor usage, identify risks, optimize for adoption, and find expansion opportunities
• Maintain deep product knowledge and market awareness of AI-agent industries
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with customers
• Prioritize demands to maximize value across the customer portfolio
• Advocate for customer needs internally to shape solution strategy

Key requirements

• 8+ 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 across audiences
• Strong prioritization skills with a broad portfolio
• Proven track record of driving adoption, process improvement, and measurable outcomes for enterprise customers
• Self-motivated, adaptable, and curious team player with high self-efficacy

• excellent communication across C-suite and teams
• strong facilitation and stakeholder management
• analytical mindset with strategic thinking
• AI/agent-building concepts
• requirements analysis
• solution design

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