Customer Success Manager, Scale
Core
Trusted guide helping customers adopt and embed Intercom's AI-powered suite (especially Fin) at scale, driving product adoption and operational excellence.
Role type
Scaled Customer Success Manager (SaaS/Technology)
Builds
Engagement strategies, playbooks, and processes for high-volume, high-value customer success.
Domain
SaaS / Customer Experience / AI / Automation
Deliverable
product features
Required skills
SaaS customer success management, AI/automation product knowledge, technical communication (APIs/integrations), data-driven strategy, process building, stakeholder partnership
Preferred skills
Usage-based SaaS models, Generative AI/virtual agents, operations scaling, customer education
Technologies
Intercom, Fin, AI models, APIs, integrations
Responsibilities
Drive broad product adoption with focus on Fin and AI features; Design and iterate scalable engagement strategies and playbooks; Monitor usage and health signals to identify risks and expansion paths; Collaborate with Sales, SE, Education, and Product; Act as Voice of the Customer to feed insights into product roadmap; Define processes, tools, and metrics for scaled CS.