Intercom · 3 days ago
Senior Manager, Customer Success
San Francisco, CA
Full-time
Hybrid
Senior Level
$204K/yr - $252K/yr
7+ years expIntercom is an AI Customer Service company dedicated to enhancing customer experiences through its advanced AI agent, Fin. The Senior Manager of Customer Success will lead a team of Customer Success Managers to ensure effective use of Intercom's services, driving customer outcomes and business growth.
CRMMarketing AutomationSaaSSales Automation
Responsibilities
You will hire, manage, and develop a High-Touch Customer Success team
You will foster a healthy culture of continuous learning, accountability, and excellence on your team. You will act as a bastion of Intercom’s values
You will motivate your team to build trusted customer relationships and deliver clearly-defined value in the pursuit of consistent revenue growth
You will personally own customer relationships to build rapport and strengthen bonds with our customers; you will also serve as an escalation point to resolve customer challenges
You will internally influence cross-functional partners to ensure we are driving positive customer outcomes. You will effectively represent and advocate for the needs and opportunities of customers within your portfolio
You will proactively forecast, track, and report on KPIs related to growth and retention across your portfolio
You will leverage data insights to inform strategies and optimize team performance
You will look for new and innovative ways to drive the success of our customers
Qualification
Required
2+ years of experience in a leadership role within Customer Success, Account Management, or a related field
5+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company; experience with consumption-based pricing is a plus
Demonstrated success in driving revenue growth and achieving portfolio targets
A passion for teaching, developing, and growing others
Exceptional relationship-building and communication skills with cross-functional partners such as regional sales leadership and product/engineering teams to drive positive customer outcomes, as well as customers in the Small Business, Mid-Market, and Key Account segments
Ability to identify, analyze, and find creative solutions to complex problems
Able to drive clarity for their team amid shifting priorities and competing initiatives
Capable of handling competing priorities and projects in a fast-paced environment
High energy, self-starter comfortable with ambiguity in entrepreneurial environments
Ability to identify bottlenecks within internal processes, as well as design/implement repeatable and scalable solutions
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
$240MKey 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