Scaled Customer Success Manager

Intercom

Chicago, United States
Ote range: $108,500 - $129,645; bonus/equity: targ...
On-site
Ai-powered products
Customer adoption and value extraction
Engagement strategies and playbooks
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

Job Summary

  • 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.
  • Monitor usage & health signals proactively—identifying risks, opportunities, and expansion paths; drive intervention where needed.

Matching Summary

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.

Salary

OTE range: $108,500 - $129,645; Bonus/Equity: Target included in OTE, RSUs; Benefits: Comprehensive medical, dental, vision, 401k match, flexible PTO

Skills & Requirements

Must-have

  • AI-powered products
  • customer adoption and value extraction
  • engagement strategies and playbooks
  • monitoring usage and health signals
  • collaboration with cross-functional teams
  • voice of the customer insights

Nice-to-have

  • consumption or usage-based SaaS
  • generative AI and chatbots
  • scaling CS programs

Key Requirements

  • 2–4+ years in SaaS/technology customer-facing role
  • Experience managing many customers or high-volume engagement
  • Interest in AI & automation support tools
  • Comfortable discussing technical topics
  • Data-driven mindset
  • Self-starter, entrepreneurial, comfortable in ambiguity

Work Rights

Proof of eligibility to work in the United States is required

Tailored Resume

Cover Letter