Intercom · 1 month ago
Senior Customer Success Manager (Portuguese Speaker)
San Francisco, California
Full-time
Hybrid
Mid, Senior Level
$180K/yr - $215K/yr
4+ years expIntercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. As a Strategic CSM, you’ll partner with our largest and most complex customers to guide them through their AI Agent transformation with Fin, ensuring their success and driving strategic outcomes aligned to their business goals.
CRMMarketing AutomationSaaSSales Automation
Responsibilities
Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors)
Facilitate requirements gathering and process mapping for standard operating procedures; document in clear, precise, and actionable terms
Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy
Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities
Maintain deep product knowledge of Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry
Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer
Prioritize competing demands to drive the highest-value outcomes across your customer portfolio
Be the Voice of the Customer internally, advocating for customers’ needs and shaping our solutions strategy
Qualification
Required
4-7 years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles
Experience with business process mapping, requirements analysis, and solution design
Strong technical acumen and passion for AI/agent-building (coding not required)
Ability to simplify and communicate complex problems clearly across audiences
Strong prioritization skills to effectively manage a broad portfolio of customer accounts while delivering depth of impact
Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers
Self-motivated, adaptable, and curious team player with a high level of self-efficacy
Proof of eligibility to work in the United States is required
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