As a Customer Success Manager at Intercom, you will work with thousands of exciting customers from various industries to help them realize the full value of their Intercom investment. You will engage customers to unlock early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long-term growth.

What will I be doing?

• Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
• Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary.
• Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer's ability to successfully adopt the most relevant features for their specific requirements.
• Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions.
• Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages.
• Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team.
• Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team.
• Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our core customers.

What skills do I need?

• 5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization.
• Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.
• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
• Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
• Ability to understand and communicate complex problems clearly and concisely to different audiences.
• Self-motivating and entrepreneurial team player.
• Experience building lasting relationships with customers and colleagues.
• Experience setting up and using SaaS Communication Products

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 equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays so you can take time off when you need it
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

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You will own the entire customer lifecycle , from onboarding and training through adoption, expansion, and measurable value realization. You will partner cross-functionally with Product, Engineering, and Services teams to drive high adoption, satisfaction, and retention. You will identify new opportunities for use case expansion, influence key stakeholders, and foster customer advocacy.

As a front-row seat to shape the future of AI-powered supply chain transformation, you will have the opportunity to build and influence customer strategy, product development, and company growth. You will be exposed to and collaborate with executives across manufacturing, supply chain, and Fortune 500 organizations, including travel opportunities.

Industry-leading compensation including significant equity ownership and comprehensive healthcare benefits make this an attractive opportunity for the right candidate.

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The TAM plays a crucial role in driving adoption, identifying growth opportunities, and aligning our technology with customers' business goals. They provide guidance, best practices, and insights to help customers achieve their business objectives through the effective use of our platform.

Key responsibilities include:

• Developing and maintaining strong, long-term relationships with customers
• Driving customer success by helping customers understand and effectively utilize the platform's capabilities
• Developing and executing strategic account plans that align with customers' goals
• Acting as the voice of the customer, collaborating with product and engineering teams to relay feedback, suggest improvements, and influence the development of new features based on customer needs
• Leading the onboarding process for new customers, delivering high-level training to ensure customers quickly become proficient and comfortable with the platform
• Regularly monitoring customer health metrics, developing customer success plans, and providing data-driven insights and reports to customers and internal stakeholders

The ideal candidate will have a bachelor's degree in business, Information Technology, or a related field, or equivalent practical experience. They will also have 5+ years of experience in a technical account management, customer success, or similar role within the technology industry, preferably with SaaS solutions.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary + bonus is expected to be between $175,000/yr to $200,000/yr.

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The role requires in-depth knowledge of Pharma Regulatory Operations and Regulatory IT Systems, as well as expertise in Regulatory and Clinical areas. The successful candidate will be able to drive futuristic IT solutions, work closely with clients, and advise on product roadmaps.

Key responsibilities include:

• Analyzing, developing, and implementing Regulatory processes and providing solutions to business problems
• Designing innovative product features based on industry requirements
• Formulating recommendations for improvement in business processes and system configuration
• Coordinating with implementation teams across multiple phases and workstreams

The ideal candidate will have a master's degree in a Life Science, Medical, or related discipline, with a minimum of 12-15 years' experience in Drug development, Regulatory, Clinical Operation, and Medical Devices. They will also have deep understanding of RIM systems, regulatory IT systems landscape, and implementation experience.

The role offers a unique opportunity to work with a globally renowned management consulting firm and contribute to the development of innovative Regulatory Platform solutions.

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The Role

We are seeking experienced SAP Functional Consultants with expertise in PP (Production Planning), QM (Quality Management), EWM (Extended Warehouse Management), and TM (Transportation Management) to support large-scale S/4HANA transformation programs in the Manufacturing industry.

The ideal candidate will have strong domain knowledge in manufacturing processes, hands-on S/4HANA implementation experience, and the ability to work closely with business stakeholders to drive process excellence.

Responsibilities

• Managing full life cycle implementations of S/4 HANA in SAP Production Planning (PP) and/or Quality Management (QM)
• Lead business transformation workshops with manufacturing stakeholders/Planning, preparation and execution of Fit-Gap / Fit-to-Standard Workshops

• Advise clients on future-state operating models across production, quality, warehousing, and logistics
• Translate business strategy into scalable S/4HANA-enabled solutions
• Drive process harmonization across plants, regions, and business units
• Support executive-level discussions on supply chain optimization and manufacturing excellence
• Identify improvement opportunities in:

• Production planning & execution
• Quality governance & compliance
• Inventory optimization & warehouse operations
• Transportation planning & network efficiency

• Guide clients through greenfield or brownfield S/4HANA transformation journeys
• Manage change impact, stakeholder alignment, and adoption strategy
• Collaborate with cross-functional teams to ensure end-to-end value realization
• Support program leadership in roadmap planning, solution design, and transformation governance

Requirements

• Have at least 8-10 years of experience in this area.

• At least 2-5 Full Project Lifecycles of work experience in SAP PP, QM
• Strong client-facing experience in SAP transformation programs
• Ability to engage plant heads, supply chain leaders, and CXO stakeholders
• Experience driving process transformation—not just system implementation
• Familiarity with SAP Activate and agile delivery approaches
• Deep understanding of manufacturing operations
• Strong knowledge across one or more functional domains:

• Production Planning (PP)
• Quality Management (QM)
• Extended Warehouse Management (EWM)
• Transportation Management (TM)

• Have experience in gathering, validating, synthesizing, documenting, and communicating data and information for a range of audiences

• Have excellent interpersonal skills and strong written and verbal communication skills in country’s official language(s) (C2 proficiency) and English (C2 proficiency),
• Project-related mobility/willingness to travel

Benefits

Infosys Consulting offers industry-leading compensation and benefits, along with top training and development opportunities so that you can grow your career and achieve your personal ambitions.

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