Strategic Customer Success Manager

As a Strategic CSM, you'll partner with our largest and most complex customers to help them succeed in the new era of AI driven customer service. You'll work with C suite leaders and their Support teams to guide them through their AI Agent transformation with Fin - from early project scoping and requirements gathering, to measurable adoption, to industry best automation rates and business outcomes.

This role is an opportunity to shape how the world's leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.

• 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.

• 8+ 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.

We are a well treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us!

• Competitive salary and equity in a fast growing start up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays so you can take time off when you need it
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you're cycling, we've got you covered on the Cycle to Work Scheme. With secure bike storage too
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.