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YubHub-native raw fields carry `x-` prefix.","jobs":[{"@context":"https://schema.org","@type":"JobPosting","identifier":{"@type":"PropertyValue","name":"YubHub","value":"job_d336243f-eb6"},"title":"Scaled Customer Success Manager","description":"<p>We&#39;re building Intercom&#39;s Scaled Customer Success team to reach more customers, provide consistent high-impact outcomes, and lean even harder into what makes us unique: our AI-powered products (especially Fin) and deep domain expertise.</p>\n<p>As a Scaled Customer Success Manager, you&#39;ll be the customer&#39;s trusted guide,helping them adopt and embed Intercom&#39;s suite at scale, extracting real value, and scaling processes so more businesses succeed, more reliably.</p>\n<p>If you&#39;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.</p>\n<p><strong>Key Responsibilities:</strong></p>\n<ul>\n<li>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.</li>\n</ul>\n<ul>\n<li>Design, implement, and iterate on engagement strategies and playbooks that can scale across customer segments,leveraging technology, automation, digital content, and smart touchpoints.</li>\n</ul>\n<ul>\n<li>Own implementation and onboarding conversations for your customers, ensuring they are being set up for success from Day 1.</li>\n</ul>\n<ul>\n<li>Monitor usage &amp; health signals proactively,identifying risks, opportunities, and expansion paths; drive intervention where needed.</li>\n</ul>\n<ul>\n<li>Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion.</li>\n</ul>\n<ul>\n<li>Act as the Voice of the Customer: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training.</li>\n</ul>\n<ul>\n<li>Help define what &#39;Scaled CS&#39; means here: you&#39;ll be a builder,defining processes, tools, metrics, and models for what high volume, high value looks like.</li>\n</ul>\n<p><strong>What You&#39;ll Need:</strong></p>\n<ul>\n<li>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.</li>\n</ul>\n<ul>\n<li>Strong interest in / experience with AI &amp; automation support tools; ability to explain AI/Fin features and use cases to customers, and help them build workflows around them.</li>\n</ul>\n<ul>\n<li>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.</li>\n</ul>\n<ul>\n<li>Excellent communication skills: can break down complex product and technical topics clearly for different audiences (executives, operations, support leaders).</li>\n</ul>\n<ul>\n<li>Data-driven mindset: able to monitor usage metrics, define success metrics, analyse what is / isn’t working, and adapt strategy based on results.</li>\n</ul>\n<ul>\n<li>Self-starter, entrepreneurial, comfortable in ambiguity; able to build processes from scratch and consistently improve them.</li>\n</ul>\n<ul>\n<li>Strong relationship builder: you can maintain trust even with many customers, manage expectations, and partner with internal stakeholders.</li>\n</ul>\n<p><strong>Bonus Skills &amp; Attributes:</strong></p>\n<ul>\n<li>Interest in consumption or usage-based SaaS models.</li>\n</ul>\n<ul>\n<li>Exposure to Generative AI, chatbots, virtual agents, or AI-assisted support tools.</li>\n</ul>\n<ul>\n<li>Experience in operations, scaling CS / onboarding / customer education / digital engagement programs.</li>\n</ul>\n<p><strong>Benefits:</strong></p>\n<p>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!</p>\n<ul>\n<li>Competitive salary and meaningful equity</li>\n</ul>\n<ul>\n<li>Comprehensive medical, dental, and vision coverage</li>\n</ul>\n<ul>\n<li>Regular compensation reviews - great work is rewarded!</li>\n</ul>\n<ul>\n<li>Unlimited access to Claude Code and best-in-class AI tools; experimentation &amp; building is encouraged &amp; celebrated.</li>\n</ul>\n<ul>\n<li>Flexible paid time off policy</li>\n</ul>\n<ul>\n<li>Paid Parental Leave Program</li>\n</ul>\n<ul>\n<li>401k plan &amp; match</li>\n</ul>\n<ul>\n<li>In-office bicycle storage</li>\n</ul>\n<ul>\n<li>Fun events for Intercomrades, friends, and family!</li>\n</ul>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">XML job scraping automation by <a href=\"https://yubhub.co\">YubHub</a></p>","url":"https://yubhub.co/jobs/job_d336243f-eb6","directApply":true,"hiringOrganization":{"@type":"Organization","name":"Intercom","sameAs":"https://www.intercom.com/","logo":"https://logos.yubhub.co/intercom.com.png"},"x-apply-url":"https://job-boards.greenhouse.io/intercom/jobs/7370567","x-work-arrangement":"hybrid","x-experience-level":"mid","x-job-type":"full-time","x-salary-range":"$108,500 - $129,645","x-skills-required":["AI","Automation","Customer Success","Product Adoption","Operational Excellence","Data-Driven Mindset","Communication","Relationship Building"],"x-skills-preferred":["Generative AI","Chatbots","Virtual Agents","AI-Assisted Support Tools","Operations","Scaling CS","Onboarding","Customer Education","Digital Engagement Programs"],"datePosted":"2026-04-18T15:57:28.176Z","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Chicago, Illinois"}},"employmentType":"FULL_TIME","occupationalCategory":"Customer Success","industry":"Technology","skills":"AI, Automation, Customer Success, Product Adoption, Operational Excellence, Data-Driven Mindset, Communication, Relationship Building, Generative AI, Chatbots, Virtual Agents, AI-Assisted Support Tools, Operations, Scaling CS, Onboarding, Customer Education, Digital Engagement Programs","baseSalary":{"@type":"MonetaryAmount","currency":"USD","value":{"@type":"QuantitativeValue","minValue":108500,"maxValue":129645,"unitText":"YEAR"}}}]}