Your responsibilities will include developing trusted advisor relationships with customers, facilitating requirements gathering and process mapping, collaborating with engineers to translate customer requirements into Fin solution designs, monitoring Fin usage patterns to identify risks, recommending optimizations, and uncovering expansion opportunities.

You'll 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, and be the Voice of the Customer internally, advocating for customers' needs and shaping our solutions strategy.

To succeed in this role, you'll need 4-7 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, 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-motivation, adaptability, and curiosity, and a high level of self-efficacy.

We offer a competitive salary and meaningful equity, comprehensive medical, dental, and vision coverage, regular compensation reviews, unlimited access to Claude Code and best-in-class AI tools, flexible paid time off policy, paid Parental Leave Program, 401k plan & match, in-office bicycle storage, and fun events for Intercomrades, friends, and family!

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Location: Chicago, Illinois

As a Senior Customer Success Manager at Intercom, 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 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.

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?

• 4-7 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.

Benefits

• Competitive salary and meaningful equity

• Comprehensive medical, dental, and vision coverage

• Regular compensation reviews - great work is rewarded!

• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.

• Flexible paid time off policy

• Paid Parental Leave Program

• 401k plan & match

• In-office bicycle storage

• Fun events for Intercomrades, friends, and family!

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