Customer Success Manager • Mid-Level

Who you are

You have 5+ years of experience in customer success or account management, ideally within a technology or SaaS environment — you've built trusted relationships with clients and understand the nuances of guiding them through complex transformations. Your ability to communicate effectively with stakeholders at all levels, from C-suite executives to individual contributors, sets you apart. You are fluent in French, which allows you to engage with a broader range of clients and enhance their experience with our services.

You possess a strong understanding of AI-driven customer service solutions and how they can be leveraged to improve customer experiences — your background enables you to facilitate requirements gathering and process mapping effectively. You are data-driven and can analyze customer metrics to drive adoption and success, ensuring that clients achieve their desired outcomes with our products.

What you'll do

As a Strategic Customer Success Manager at Intercom, you will be responsible for developing trusted advisor relationships with our largest and most complex customers. You will guide them through their AI Agent transformation with Fin, from early project scoping and requirements gathering to measurable adoption and business outcomes. Your role will involve facilitating discussions with C-suite leaders and their support teams to ensure they are equipped to leverage our AI solutions effectively.

You will collaborate closely with internal teams to ensure that customer feedback is integrated into our product development process, helping to shape the future of our offerings. By analyzing customer data and metrics, you will identify opportunities for improvement and drive initiatives that enhance customer satisfaction and retention. Your expertise will be crucial in helping clients achieve industry-best automation rates and strategic outcomes aligned with their business goals.

What we offer

At Intercom, we are committed to fostering a diverse and inclusive workplace where everyone can thrive. We offer competitive compensation packages, including benefits that support your well-being and professional growth. You will have the opportunity to work with a talented team dedicated to pushing the boundaries of customer service technology. Join us in our mission to transform customer experiences for businesses around the world.