Intercom · 2 months ago
Customer Success Manager 2
Chicago, Illinois
Full-time
Hybrid
Entry, Mid Level
$101K/yr - $121K/yr
2+ years expIntercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. As a Scaled Customer Success Manager, you will help customers adopt and embed Intercom’s suite at scale, ensuring they extract real value and succeed reliably with the company's AI-powered products.
CRMMarketing AutomationSaaSSales Automation
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
Qualification
Required
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
Preferred
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
Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!
Company
Intercom
Intercom is a software company that creates modern customer service software that redefines how businesses support their customers.
1001-5000 employees
H1B Sponsorship
Intercom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (8)
2023 (4)
2022 (5)
2021 (5)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$240.75MKey Investors
Kleiner PerkinsIndex VenturesICONIQ Growth
2018-03-27Series D· $125M
2016-04-07Series C· $50M
2015-08-26Series C· $35M
Leadership Team
Eoghan McCabe
CEO, Chairman, and Co-founder
Ciaran Lee
Co-Founder
Recent News
2025-10-31
Company data provided by crunchbase