What's the opportunity?
We’re building Intercom’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. 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.
What will I be doing?
- 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 skills do I 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.
