Customer Success Manager • Senior

Who you are

You have 5+ years of experience in customer success or account management, ideally within a technology or SaaS environment — you've developed trusted advisor relationships with clients, from C-suite executives to individual contributors, and understand the nuances of guiding them through complex transformations. Your fluency in Portuguese allows you to communicate effectively with a diverse client base, ensuring that language barriers do not hinder relationship building. You possess a strong understanding of AI technologies and their application in customer service, enabling you to provide valuable insights and recommendations to clients.

You are skilled in requirements gathering and process mapping — you can facilitate discussions that uncover client needs and translate them into actionable plans. Your analytical mindset helps you track adoption metrics and measure success, allowing you to demonstrate the value of the solutions you provide. You thrive in collaborative environments, working closely with cross-functional teams to ensure that customer feedback is integrated into product development and service enhancements.

Desirable

Experience with AI-driven customer service solutions is a plus, as is familiarity with tools like Intercom. You have a track record of driving customer success initiatives that lead to increased satisfaction and retention rates. Your ability to mentor and guide junior team members is also valued, as you contribute to a culture of learning and growth within the organization.

What you'll do

In this role, you will partner with Intercom's largest and most complex customers to help them succeed in the new era of AI-driven customer service. You will guide clients through their AI Agent transformation with Fin, from early project scoping and requirements gathering to measurable adoption and achieving industry-best automation rates. Your responsibilities will include developing trusted advisor relationships with customers, facilitating requirements gathering sessions, and mapping out processes that align with their business goals.

You will work closely with C-suite leaders and their support teams, ensuring they understand how to leverage AI technologies to enhance their customer service operations. Your role will involve tracking key performance indicators and providing insights that help clients achieve strategic outcomes. You will also collaborate with product teams to relay customer feedback and advocate for enhancements that improve the overall customer experience.

What we offer

Intercom offers a dynamic work environment where you can make a significant impact on customer success. You will have the opportunity to work with cutting-edge AI technologies and help shape the future of customer service. We provide competitive compensation and benefits, along with opportunities for professional development and growth within the company. Join us in our mission to transform customer experiences and set new standards in the industry.