Senior Customer Success Manager
Posted by employer 8 months ago
First seen on Joblaze 6 months ago
Last verified on the company career page 1 day ago
Skills & Technologies
Requirements
- Experience
- 8+ years
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In the role of Senior Customer Success Manager at Intercom, the individual will engage with high-profile clients to facilitate their transition to AI-driven customer service using the Fin platform. Key skills include a strong background in customer-facing roles, business process mapping, and a solid understanding of AI technologies. This position is ideal for seasoned professionals with extensive experience in enterprise SaaS and a proven track record of driving customer success and adoption. The company fosters a collaborative culture, emphasizing innovation and customer advocacy.
Joblaze insights
- Listed about 6 months ago — first seen on Joblaze April 15, 2026. Last confirmed on Intercom's careers page November 2, 2026.
- This exact title is also open at 3 other locations at Intercom: Chicago, Illinois, United States, Chicago, Illinois; NYC, Remote; San Francisco, California, Dublin, Ireland.
- AI/ML appears in 17.6% of 68 comparable senior management roles in United Kingdom; AI appears in 4.4% of 68 comparable senior management roles in United Kingdom.
Quick facts
- Is the Senior Customer Success Manager role remote?
- It's hybrid — Intercom expects some on-site time in London, England.
- How much experience is required?
- At least 8 years of relevant experience for this Senior Customer Success Manager role.
- Where is the role based?
- Intercom is hiring for this position in London, England.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI, AI/ML, Customer Service, Fin.
- What seniority level is this role?
- Intercom targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Customer Success Manager role at Intercom.
From the original posting
Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.
What's the opportunity?
As a Strategic CSM, you’ll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. You’ll work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin — from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.
This role is an opportunity to shape how the world’s leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.
Responsibilities
- Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
- Facilitate requirements gathering and process mapping for standard operating procedures; document in clear, precise, and actionable terms.
- Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.
- Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities.
- Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.
- Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.
- Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.
- Be the Voice of the Customer internally, advocating for customers’ needs and shaping our solutions strategy.
What skills do I need?
- 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 clearly across audiences.
- Strong prioritization skills to effectively manage a broad portfolio of customer accounts while delivering depth of impact.
- Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.
- Self-motivated, adaptable, and curious team player with a high level of self-efficacy
Unleash Your Potential
Standard company text repeated across Intercom's postings is omitted here.