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 customer needs in a tech-driven landscape. Your fluency in Portuguese allows you to communicate effectively with diverse clients, ensuring they feel supported and understood throughout their journey with our products.

You possess a strong understanding of AI technologies and their application in customer service — you can articulate the value of AI-driven solutions and guide clients through their implementation processes. Your analytical mindset enables you to assess customer performance metrics and identify opportunities for improvement, ensuring that clients achieve their desired outcomes.

You are a natural collaborator who thrives in cross-functional environments — you work closely with engineering, product, and sales teams to advocate for customer needs and drive product enhancements. Your ability to facilitate requirements gathering and process mapping ensures that customer feedback is effectively translated into actionable insights for the team.

You are results-oriented and have a track record of driving measurable success for your clients — you understand the importance of adoption rates and automation in achieving business goals, and you are committed to helping clients realize the full potential of their investments in our solutions.

Desirable

Experience with customer service platforms or AI technologies is a plus — familiarity with Intercom's suite of products will help you hit the ground running. A background in project management or consulting can also be beneficial, as it equips you with the skills to manage complex customer engagements effectively.

What you'll do

In this role, you will partner with our 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 business outcomes. Your responsibilities will include developing trusted advisor relationships with customers, facilitating requirements gathering, and process mapping to ensure that clients' needs are met.

You will work closely with C-suite leaders and their support teams, providing strategic guidance on how to leverage AI technologies to enhance customer experiences. Your role will involve analyzing customer performance metrics and identifying areas for improvement, ensuring that clients achieve their desired outcomes and maximize the value of our solutions.

You will also collaborate with internal teams to advocate for customer needs, driving product enhancements based on feedback and insights gathered during your engagements. Your ability to communicate effectively and build strong relationships will be key to your success in this role.

What we offer

At Intercom, we are committed to fostering a diverse and inclusive workplace where everyone can thrive. We offer competitive compensation and benefits, including opportunities for professional development and growth within the company. You will be part of a dynamic team that is passionate about transforming customer service through innovative AI solutions, and you will have the chance to make a significant impact on the success of our clients and the future of our products.