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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Responsibilities: Work on operations problems from real-world business scenarios that align with your expertise, providing accurate solutions, detailed annotations, and model critiques where you can confidently evaluate responses (e.g., process mapping and optimization, SOP development, capacity planning, root cause analysis, and KPI dashboard design). Utilize proprietary software to provide accurate input and labels to deliver high-quality data. Collaborate with technical staff to improve the design of efficient annotation tools. Interpret, analyze, and execute tasks based on evolving instructions, maintaining precision and adaptability.

Qualifications: 5+ years of practical operations experience (hands-on role in business operations, process improvement, or manufacturing/services operations leadership). Proficiency in process mapping and operations tools (e.g., Lucidchart, Visio, ERP systems such as SAP, Oracle, or NetSuite for internal operations; dashboarding in Tableau or Power BI). Strong analytical skills for evaluating operational inefficiencies, root cause analysis, and trade-off decisions. Ability to navigate operations resources such as SOPs, KPI dashboards, quality reports, and performance metrics. Proficiency in reading and writing informal and professional English. Strong communication, interpersonal, analytical, and organizational skills. Excellent reading comprehension and ability to exercise autonomous judgment with limited data. Passion for technological advancements and innovation in business.

Location and Other Expectations: Tutor roles may be offered as full-time, part-time, or contractor positions, depending on role needs and candidate fit. For contractor positions, hours will vary widely based on project scope and contractor availability, with no fixed commitments required. On average most projects may involve at least 10 hours per week to achieve deliverables effectively though this is not a fixed commitment and depends on the scope of work. Contractors have full flexibility to set their own hours and determine the exact amount of time needed to complete deliverables. Tutor roles may be performed remotely from any location worldwide, subject to legal eligibility, time-zone compatibility, and role specific needs. For US based candidates, please note we are unable to hire in the states of Wyoming and Illinois at this time. We are unable to provide visa sponsorship. For those who will be working from a personal device, your computer must be a Chromebook, Mac with MacOS 11.0 or later, or Windows 10 or later.

Compensation and Benefits: US-based candidates: $45/hour - $100/hour depending on factors including relevant experience, skills, education, geographic location, and qualifications. International candidates: Information will be provided to you during the recruitment process. Benefits vary based on employment type, location and jurisdiction. Benefits for eligible U.S. based positions include health insurance, 401(k) plan, and paid sick leave. Specific details and role specific information will be provided to you during the interview process.

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This critical role is focused on maximizing retention by delivering a seamless, valuable, and consistent service through a hybrid digital and human approach, directly improving product adoption and customer engagement.

You will establish a digital-first baseline of automated touchpoints for all scaled (downmarket) customers, complete with clear, data-driven escalation paths to human support for complex issues.

Simultaneously, you will deliver workflows and automation that enable our Customer Success Architects to work faster and smarter.

The ideal candidate thrives at the intersection of process, technology, and customer experience, and will be responsible for creating the playbooks and automations required to service a large volume of customers effectively and efficiently.

Responsibilities:

• Define and execute the comprehensive digital Customer Experience (CX) strategy to align with overall business objectives, maximize customer value, and proactively address the needs of the scaled segment.

• Architect and deploy efficient and effective digital workflows for core customer journeys, including standardized customer onboarding and continuous lifecycle engagement programs.

• Manage end-to-end digital programs (e.g., onboarding, adoption campaigns, renewal notifications) tailored for the scaled customer segment.

• Design and execute campaigns using digital channels (email, Slack, webinars, etc) to drive feature adoption and sustained product engagement.

• Continuously test, measure, and iterate on program performance to improve conversion rates, customer satisfaction scores (CSAT), and other key performance indicators (KPIs).

• Design the escalation logic and scoring models that trigger human intervention from automated sequences.

• Support the growth of our business by automating workflow elements for our higher-touch Enterprise team, such as programmatically identifying and flagging customer risk and surfacing high-value upsell opportunities.

• Create and document clear, repeatable operations playbooks and Standard Operating Procedures (SOPs) for key digital customer journeys.

• Serve as the primary liaison, working with Customer Success, Product, Sales, and Marketing teams to ensure alignment, gather requirements, and guarantee the effective execution of all digital CX initiatives.

• Collaborate with our data engineering and ops teams to ensure data cleanliness and segmentation accuracy within our customer systems to enable highly targeted and personalized digital outreach.

• Own, track, and analyze key program metrics and operational KPIs (e.g., digital engagement rates, adoption rates, churn reduction, customer health scores).

• Provide regular, insightful reporting to leadership and relevant stakeholders on the overall effectiveness, performance, and impact of digital programs within the scaled customer segment.

• Stay current with industry trends, emerging technologies, and best practices in digital CX. Iterate on programs based on direct customer feedback and data-driven insights.

We're Looking For Someone Who Has:

• 5+ years of experience in Program Management, Customer Success Operations, Digital Success, or a related role, preferably supporting a high-volume, scaled customer segment with hybrid digital/human experience and/or pooled coverage (B2B SaaS experience is a plus).

• Demonstrated experience in building, launching, and scaling digital programs designed to influence customer behavior (adoption, engagement, retention). Proven impact on activation and value adoption (beyond open rates/clicks)

• Strong operational skills, with expertise in process mapping, creating playbooks, and defining automation requirements.

• Proficiency with CRM systems, Marketing Automation platforms, and CS software.

• Excellent analytical skills and a data-driven approach, comfortable using data to tell a story and make recommendations.

• Excellent written and communication skills

• Strong process and project delivery discipline

• Eager to learn new technologies and adapt to evolving customer needs

We'd Be Extra Excited For Someone Who Has:

• Familiarity with Mixpanel, or a similar analytics tool, including familiarity with analytics implementation methods like SDKs, Customer Data Platforms (CDPs), and Event Streaming.

• Ability to build, script, or configure custom solutions to drive process automation or custom workflow creation.

• Experience writing SQL queries to pull, validate, and analyze customer data directly from a database.

• Experience architecting systems and data flows

• Familiarity with analytics best practices across business segments and verticals

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In this high-impact role, you'll lead the architecture and delivery of enterprise implementations, translating business workflows into scalable, AI-powered systems that accelerate time-to-value and drive long-term adoption. You'll work closely with Engagement Managers, Account teams, and Product to shape the future of how organisations leverage Airtable AI to transform their operations.

Responsibilities

• Architect and deliver paid SOW enterprise Airtable implementations for strategic customers
• Lead scoping and design of Airtable AI solutions during professional services engagements
• Develop repeatable AI solution patterns, including AI workflows, automations, and structured data pipelines
• Establish best practices for data modelling, governance, and AI-enabled workflow design
• Partner with Engagement Managers to scope services engagements and define implementation plans
• Produce solution architecture diagrams, data models, and workflow documentation for enterprise customers
• Drive adoption of Airtable AI capabilities across multiple enterprise implementations
• Provide technical guidance and troubleshoot architectural challenges during implementations
• Collaborate with Product and internal teams to relay AI feature feedback and influence the roadmap

Requirements

• 5+ years of solution architecture, solution engineering, or technical consulting experience for enterprise SaaS platforms
• Strong understanding of data modelling, database design, and governance
• Experience designing workflow automation and operational systems
• Familiarity with AI-enabled SaaS capabilities (LLMs, AI automation, AI-assisted workflows, or AI copilots)
• Ability to translate complex business processes into scalable technical architectures
• Strong stakeholder communication skills across technical and executive audiences
• Experience scoping and delivering enterprise implementations
• Proficiency in process mapping and architecture documentation tools (e.g., Lucidchart, Visio)
• Experience designing AI-driven workflow solutions (LLMs, prompt design, AI agents, AI automation)
• Experience implementing platforms like Airtable, Notion, ServiceNow, Salesforce, Workato, or similar workflow/data systems
• Familiarity with APIs, integrations, and automation frameworks
• Experience with enterprise data governance and security models
• Experience in Professional Services or consulting organisations
• Technical familiarity with scripting or low-code/no-code platforms
• Experience developing repeatable architecture patterns or implementation frameworks

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You will act as the technical advisor on strategic partner-led engagements with Enterprise clients. You will support partners as needed in conducting deep discovery sessions to understand clients' technical environments, business requirements, and integration needs. You will partner with Professional Services to ensure consistency in best practices across all delivery teams. You will provide ongoing technical guidance and troubleshooting support for Partners throughout the implementation lifecycle. You will gather and synthesise partner and customer feedback to inform product roadmap, partnership strategy and partner enablement. You will manage and mitigate technical escalations that arise within partner-delivered engagements.

You will champion the integration of AI capabilities within partner solutions, including agentic driven workflows. You will ensure partners leverage Airtable's AI features to build innovative use cases that demonstrate cutting-edge capabilities. You will advise partners on AI/ML best practices, responsible AI implementation, and emerging technologies that enhance the Airtable platform. You will stay current with developments in generative AI, machine learning, and automation technologies relevant to the low-code/no-code space. You will create thought leadership content showcasing Partner built AI-powered solutions built on Airtable.

You will serve as the technical subject matter expert on Airtable's platform for services and systems integration partners. You will design and deliver technical training programs, workshops, and certifications that enable partners to architect and implement Enterprise-grade Airtable solutions. You will create technical enablement content including reference architectures, implementation guides, and build best practice documentation. You will create standardized QA models and lead technical audits and reviews of partner-delivered solutions to ensure quality, performance, and adherence to Airtable standards. You will support Partner Success Managers in qualifying additional delivery partnerships that expand Airtable's capabilities and reach.

You will establish technical standards, templates, and frameworks that partners can leverage across multiple client engagements. You will identify and surface trends, common patterns, and opportunities for productization based on partner and customer feedback. You will collaborate with Product, Engineering, and GTM teams to influence platform capabilities that support partner success. You will contribute to the growth and maturation of our Partner Solutions Architecture practice as we scale.

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Responsibilities:

• Work on operations problems from real-world business scenarios that align with your expertise, providing accurate solutions, detailed annotations, and model critiques where you can confidently evaluate responses (e.g., process mapping and optimization, SOP development, capacity planning, root cause analysis, and KPI dashboard design).

• Utilize proprietary software to provide accurate input and labels to deliver high-quality data.

• Collaborate with technical staff to improve the design of efficient annotation tools.

• Interpret, analyze, and execute tasks based on evolving instructions, maintaining precision and adaptability.

Qualifications:

• 5+ years of practical operations experience (hands-on role in business operations, process improvement, or manufacturing/services operations leadership).

• Proficiency in process mapping and operations tools (e.g., Lucidchart, Visio, ERP systems such as SAP, Oracle, or NetSuite for internal operations; dashboarding in Tableau or Power BI).

• Strong analytical skills for evaluating operational inefficiencies, root cause analysis, and trade-off decisions.

• Ability to navigate operations resources such as SOPs, KPI dashboards, quality reports, and performance metrics.

• Proficiency in reading and writing informal and professional English.

• Strong communication, interpersonal, analytical, and organizational skills.

• Excellent reading comprehension and ability to exercise autonomous judgment with limited data.

• Passion for technological advancements and innovation in business.

Location and Other Expectations:

• Tutor roles may be offered as full-time, part-time, or contractor positions, depending on role needs and candidate fit.

• For contractor positions, hours will vary widely based on project scope and contractor availability, with no fixed commitments required. On average most projects may involve at least 10 hours per week to achieve deliverables effectively though this is not a fixed commitment and depends on the scope of work. Contractors have full flexibility to set their own hours and determine the exact amount of time needed to complete deliverables.

• Tutor roles may be performed remotely from any location worldwide, subject to legal eligibility, time-zone compatibility, and role specific needs.

• For US based candidates, please note we are unable to hire in the states of Wyoming and Illinois at this time.

• We are unable to provide visa sponsorship.

• For those who will be working from a personal device, your computer must be a Chromebook, Mac with MacOS 11.0 or later, or Windows 10 or later.

Compensation and Benefits:

US-based candidates: $45/hour - $100/hour depending on factors including relevant experience, skills, education, geographic location, and qualifications. International candidates: Information will be provided to you during the recruitment process.

Benefits vary based on employment type, location and jurisdiction. Benefits for eligible U.S. based positions include health insurance, 401(k) plan, and paid sick leave. Specific details and role specific information will be provided to you during the interview process.

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As PPO Lead, you will own the PPO portfolio at the team level,setting strategic priorities, allocating resources, and ensuring delivery is tied to measurable outcomes. You will also partner cross-functionally to embed AI and automation into People operations and to institutionalize standards, governance, and a service catalog across portfolios.

Responsibilities:

• Lead, mentor, and develop the process optimization team. Build team capability in Lean/Six Sigma methods, data analysis, and automation best practices.
• Define team goals, conduct performance reviews, and create development plans that align individual growth with business needs.
• Drive development and adoption of a standardized Service Catalog to clarify offerings, SLAs, and handoffs across People functions.
• Instill governance, operating rhythms, and escalation paths to reduce ambiguity in process ownership.
• Define and track metrics that demonstrate current state, progress, and business value; ensure all delivery is evidence-based.
• Establish scalable reporting and dashboards to surface performance, ROI, and opportunities for further optimization.

Strategic Portfolio & Stakeholder Management:

• Act as the primary partner to People, Finance, IT, and other stakeholders to align process initiatives with broader organizational objectives. Communicate portfolio outcomes, risks, and roadmap updates to senior leadership; translate complex analysis into clear, actionable recommendations.
• Set strategic priorities, manage capacity, oversee program-level roadmaps and budgets and prioritize initiatives using rigorous ROI frameworks and resource trade-offs.
• Ensure consistent, high-quality delivery across projects and maintain a backlog that reflects strategic value and operational urgency.
• Lead continuous improvement efforts and knowledge sharing across the organization.

Technical Enablement, AI, & Automation:

• Champion use of AI and automation to reduce manual toil and eliminate bottlenecks
• Ensure technical designs meet business requirements, security/compliance constraints, and scalability needs through User Acceptance Testing.

Requirements:

• 7+ years of experience in process optimization, business process reengineering, or operations, with people leadership experience.
• Deep expertise with DMAIC and other Lean/Six Sigma methodologies and proven experience applying them at scale.
• Experience designing and operationalizing Service Catalogs or centralized service management models.
• Strong track record of prioritizing work using ROI analysis and managing a portfolio of projects.
• Demonstrated technical fluency and experience leveraging AI and automation to streamline enterprise processes.
• Excellent analytical, communication, and stakeholder management skills; comfortable presenting to senior leaders.

Preferred Qualifications:

• Professional certification in Lean Six Sigma (e.g., Green/Black Belt).
• Experience managing process optimization in a high-growth tech environment, preferably supporting HR operations.
• Experience with tooling for process mapping, automation, and analytics platforms.

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This is a unique opportunity to contribute to Mistral's financial transformation from the ground up, experimenting with cutting-edge AI and data tools in a fast-paced, high-impact environment. Your work will include standardizing invoice-to-payment processes, creating onboarding resources for new joiners, and designing monitoring tools for billing and ERP integrations.

As a Finance Tech Intern, you will:

• Help scale the Procure-to-Pay operating model post go-live (hypercare support, issue triage, documentation, and adoption).
• Map and improve Finance workflows across tools such as Payflows (AP), SAP (ERP), Lago (billing), Kyriba (treasury), Anrok (tax), Navan (expenses), and Lucca (HRIS).
• Build clear documentation and runbooks for Finance users (how-tos, decision trees, "common issues" playbooks).
• Maintain a structured backlog of improvements, bugs, and requests, with crisp problem statements, impact, and next steps.
• Support governance topics such as cost center and approver matrices (alignment, validation checks, rollouts).
• Contribute to monitoring and controls: data reconciliation checks, dashboards, and lightweight KPIs to spot issues early.
• Help organize stakeholder routines: meeting preparation, follow-ups, and action tracking

Who you are:

We are looking for a candidate from a Tier 1 Engineering School (or dual degree/Business School with technical skills like coding or Python) who thrives in dynamic and cross-functional environments.

You should be analytical, structured, and comfortable navigating ambiguity, with a knack for identifying root causes and proposing pragmatic solutions.

Experience in scale-ups or operational roles is essential, along with a strong curiosity for how systems (AP, ERP, billing, treasury) interconnect and drive operational impact.

Familiarity with ERP/finance tools (SAP, NetSuite), data manipulation (spreadsheets, SQL, BI tools), or process mapping (BPMN, flowcharts) is a plus.

Above all, we value proactive problem-solvers who are eager to collaborate across teams and stakeholders to build efficient, scalable processes.

What we offer:

• Competitive cash salary and equity
• Daily lunch vouchers: Swile meal vouchers with 10,83€ per worked day, incl 60% offered by company
• Sport: Enjoy discounted access to gyms and fitness studios through our Wellpass partnership
• Transportation: Monthly contribution to a mobility pass via Betterway
• Health: Full health insurance for you and your family
• Parental: Generous parental leave policy
• Visa sponsorship
• Coaching: we offer BetterUp coaching on a voluntary basis

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Responsibilities

• Use AI tools, including Microsoft Copilot, to accelerate the analysis, documentation, and visualization of current-state processes.
• Design simplified future-state workflows that integrate AI-assisted steps, digital enablement, and automation potential.
• Serve as a consultative resource to departments seeking to streamline their operations.
• Help business units identify opportunities to improve workflows using Microsoft 365 Copilot, Copilot Studio, Power Automate, Power Apps, and Power BI.
• Translate business needs into conceptual solution outlines and value cases for teams who will implement them.

Process Analysis & Documentation

• Document roles, handoffs, data flows, tooling dependencies, and pain points across Digital Workplace operations.
• Analyze ticket data, performance trends, and workflow metrics to identify high-value opportunities for optimization and automation.
• Maintain clear, accurate, and AI-enhanced process documentation.
• Use Lean, Six Sigma, and continuous improvement frameworks, augmented by AI insights, to redesign workflows.
• Ensure changes adhere to ITIL best practices and operational readiness.
• Define KPIs and success criteria for each improvement.
• Gather stakeholder feedback and refine recommendations based on performance data and maintain a backlog of continuous improvement and AI opportunity ideas.

Requirements

• Experience working in a Digital Workplace, End-User Computing, IT service, or enterprise operations environment.
• Experience supporting or enabling AI and automation initiatives.
• Expertise in process mapping, workflow analysis, and journey mapping.
• Experience with Lean, Six Sigma, and other platforms for continuous improvement methodologies.
• Functional understanding of Microsoft 365 Copilot, Copilot Studio, Power Automate, Power Apps, Power BI, Microsoft 365 productivity tools, ServiceNow, or Jira Service Management.
• Ability to analyze operational performance using Excel or Power BI.
• Excellent facilitator and communicator.
• Strong influencing and consultative skills.

Benefits

This position comes with a competitive compensation and benefits package, including a competitive salary, comprehensive benefits, home office model, career development and training opportunities, flexible work arrangements, dynamic and inclusive work culture, private health insurance, pension plan, paid time off, and training & development opportunities.

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As a Digitalization Intern, you will contribute to developing simple digital solutions and automations using modern tools to help streamline processes and reduce repetitive work. You will work with different teams to help organize and structure operational data, supporting reporting activities, basic automation needs, and smoother information flow across the organization.

Responsibilities include creating clear, user-friendly materials to help colleagues understand and adopt new digital tools, participating in group discussions, process-mapping activities, and problem-solving sessions, and engaging in collaborative and team-building activities as part of an agile digitalization squad.

To be successful in this role, you should have a currently authorized work visa for the United States, a Bachelor's degree in a relevant field, and full-time availability through Summer 2026 months.

Required skills include communication and collaboration, process and project skills, technical skills, analytical and problem-solving skills, and personal traits/mindset.

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