Program Manager • Senior

Who you are

You have 5+ years of experience in program management, ideally within a technology or customer success environment — you've successfully led initiatives that drive customer engagement and satisfaction. Your strategic mindset allows you to develop and implement effective programs that align with business goals and customer needs.

You possess strong collaboration skills, having worked closely with cross-functional teams including product, marketing, and customer success — you understand the importance of building cohesive strategies that enhance the customer journey. Your ability to communicate effectively with diverse stakeholders ensures that everyone is aligned and working towards common objectives.

You are data-driven and analytical, using metrics to inform your decisions and measure the success of your programs — you thrive on understanding customer behavior and leveraging insights to improve outcomes. Your creativity enables you to think outside the box and develop innovative solutions that resonate with customers.

You are adaptable and thrive in fast-paced environments — you can pivot quickly based on feedback and changing circumstances, ensuring that your programs remain relevant and impactful. Your passion for customer success drives you to continuously seek ways to enhance the customer experience and deliver exceptional value.

Desirable

Experience with AI-driven customer service solutions is a plus — familiarity with tools like Intercom will give you an edge in understanding the technology landscape. A background in digital marketing or customer engagement strategies will also be beneficial as you shape the digital-first approach to customer success.

What you'll do

As the Senior Program Manager for Digital Customer Success, you will be responsible for shaping and executing Intercom's digital-first customer success strategy — your role will involve owning programs that drive meaningful customer outcomes and exceptional experiences at scale. You will collaborate closely with cross-functional partners across Education, Product, Marketing, and Customer Success to build a cohesive, intuitive, and value-driven journey for our expanding customer base.

You will analyze customer feedback and data to identify areas for improvement and develop targeted programs that enhance customer engagement — your insights will directly influence how customers adopt, grow with, and realize value from Intercom. You will lead initiatives that promote customer education and self-service, ensuring that customers have the resources they need to succeed.

You will work with the product team to ensure that customer feedback is integrated into product development — your insights will help shape the features and functionalities that matter most to customers. You will also partner with marketing to create campaigns that highlight customer success stories and promote the value of Intercom's solutions.

Your role will involve measuring the success of your programs through key performance indicators and metrics — you will report on progress and outcomes to senior leadership, ensuring that the impact of your initiatives is clearly communicated. You will also mentor and guide junior team members, fostering a culture of collaboration and continuous improvement within the team.

What we offer

Intercom offers a dynamic work environment where you can make a significant impact on customer success — you will be part of a team that is dedicated to pushing boundaries and delivering incredible value to customers. We provide opportunities for professional growth and development, ensuring that you have the resources and support you need to excel in your role.

You will have access to cutting-edge technology and tools that empower you to drive customer success — our commitment to innovation means that you will always be at the forefront of industry trends and best practices. We value diversity and inclusion, and we encourage you to apply even if your experience doesn't match every requirement.

Join us at Intercom and help shape the future of customer service — your contributions will directly influence how businesses engage with their customers and deliver exceptional experiences.