Intercom · 1 month ago
Senior Manager, Professional Services
San Francisco, California
Full-time
Hybrid
Senior Level
$177K/yr - $212K/yr
7+ years expIntercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. They are seeking a Senior Manager for Professional Services to oversee the delivery of their AI solutions, ensuring successful customer adoption and scaling while leading a team of Project Managers and Partner Services Managers.
CRMMarketing AutomationSaaSSales Automation
Responsibilities
Own the end-to-end quality of delivery for customer projects, whether led by internal teams or external partners
Lead our Project Managers and Partner Services Managers—ensuring they’re aligned, empowered, and delivering results
Collaborate closely with Sales and Customer Success to evangelize the value of Professional Services and identify strategic opportunities for engagement
Work with subject matter experts and Product leaders to evolve our delivery offerings and maximize impact for customers
Help shape how we define a successful start with Fin (our AI agent), guiding customers toward measurable value early in their journey
Track and improve attach rate, time-to-value, team utilization, partner delivery quality, and customer satisfaction (NPS, CSAT)
Collaborate with our Partnerships team to grow partner capabilities and introduce scalable enablement programs rooted in Intercom’s methodology
Act as a go-to resource for prospects and customers who want to understand how our services accelerate success
Build and refine scalable processes for project planning, resource allocation, milestone tracking, and risk management
Play a key role in shaping our services forecast, delivery model, and long-term strategy as part of the Professional Services leadership team
Qualification
Required
7+ years in professional services, consulting, or customer success—ideally in SaaS or an AI/ML environment
2+ years of people management experience across delivery or project-based roles
Proven success leading hybrid delivery models (internal + partner/outsourced teams)
Experience with AI/ML products, data-driven implementations, or complex enterprise software
Strong operational background with tools like Salesforce, PSA systems (e.g., Mavenlink, Kantata, Rocketlane), and project management platforms
A strategic mindset paired with a bias for action, customer empathy, and an ability to scale programs with precision and care
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