As a Scaled Customer Success Manager, you'll be the customer's trusted guide,helping them adopt and embed Intercom's suite at scale, extracting real value, and scaling processes so more businesses succeed, more reliably.

If you're excited by working at the intersection of AI, product adoption, and operational excellence,and you want to help define how scaled CS works in practice,this is your role.

Key Responsibilities:

• Drive broad product adoption, with special focus on Fin and AI-powered features: helping customers understand how Fin can automate support, enhance service, and deliver self-serve experiences, alongside human support.

• Design, implement, and iterate on engagement strategies and playbooks that can scale across customer segments,leveraging technology, automation, digital content, and smart touchpoints.

• Own implementation and onboarding conversations for your customers, ensuring they are being set up for success from Day 1.

• Monitor usage & health signals proactively,identifying risks, opportunities, and expansion paths; drive intervention where needed.

• Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion.

• Act as the Voice of the Customer: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training.

• Help define what 'Scaled CS' means here: you'll be a builder,defining processes, tools, metrics, and models for what high volume, high value looks like.

What You'll Need:

• 2–4+ years in a customer-facing role in SaaS / technology / product success or similar, with a track record of managing many customers or high-volume engagement.

• Strong interest in / experience with AI & automation support tools; ability to explain AI/Fin features and use cases to customers, and help them build workflows around them.

• Comfortable discussing technical topics such as APIs, integrations, and workflows,not an expert, but confident engaging with customers on technical questions and guiding them to resources.

• Excellent communication skills: can break down complex product and technical topics clearly for different audiences (executives, operations, support leaders).

• Data-driven mindset: able to monitor usage metrics, define success metrics, analyse what is / isn’t working, and adapt strategy based on results.

• Self-starter, entrepreneurial, comfortable in ambiguity; able to build processes from scratch and consistently improve them.

• Strong relationship builder: you can maintain trust even with many customers, manage expectations, and partner with internal stakeholders.

Bonus Skills & Attributes:

• Interest in consumption or usage-based SaaS models.

• Exposure to Generative AI, chatbots, virtual agents, or AI-assisted support tools.

• Experience in operations, scaling CS / onboarding / customer education / digital engagement programs.

Benefits:

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• 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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You will serve as a senior leader responsible for developing and evolving field marketing programmes that influence every stage of the customer journey. Partnering closely with regional sales leadership and global marketing teams, you will align Databricks' brand and demand generation motion with business objectives to accelerate growth in the UKI region.

You will define and own the integrated marketing strategy for UK & Ireland, aligning to sales priorities, regional business goals, and ROI metrics. You will lead the development of pipeline-driving campaigns, regional demand generation initiatives, and experiential programmes that strengthen customer engagement and accelerate deal velocity.

You will partner cross-functionally with sales, partner, and global marketing teams to create cohesive go-to-market plans, ensuring alignment across regional plays and corporate initiatives. You will establish scalable best practices for field marketing excellence across EMEA while tailoring strategies to the UKI market's unique dynamics.

You will oversee and optimise the regional marketing budget, ensuring effective investment and measurable business impact. You will drive continuous performance analysis through data insights, dashboards, and marketing attribution models; communicate results regularly to senior stakeholders.

You will champion innovation in event design, digital engagement, and account-based marketing to reach and convert high-value audiences. You will build, lead, and mentor a high-performing, diverse marketing team,developing talent through empowerment, feedback, and professional growth initiatives.

To be successful in this role, you will need 12+ years of experience in B2B marketing, with significant tenure in field or regional marketing leadership roles across the UKI market. You will have proven success leading marketing strategies that drive substantial pipeline and revenue growth in enterprise technology or SaaS businesses.

You will have demonstrated ability to partner effectively with senior sales leadership and global marketing stakeholders to create shared goals and strategies. You will have a track record of managing large-scale budgets and measuring marketing ROI through advanced data analytics.

You will have expertise in designing scalable regional programmes, integrating offline and digital experiences, and implementing ABM strategies. You will be a strategic thinker with strong operational execution skills and experience leading teams through transformation and growth.

You will have excellent communication, stakeholder management, and inspirational leadership capabilities. You will be proficient with Salesforce (SFDC), Marketo, and data/analytics tools for campaign measurement and optimisation.

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