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.

Own implementation and onboarding conversations for your customers, ensuring they are being set up for success from Day 1.

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

Collaborate closely with Sales, Solution Engineering, Education, and Product to ensure a seamless customer journey from purchase through expansion.

Act as the Voice of the Customer: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training.

Help define what “Scaled CS” means here: you’ll be a builder—defining processes, tools, metrics, and models for what high volume, high value looks like.

3-5 years of experience in a customer-facing role in SaaS / technology / product success or similar, with a track record of managing many customers or high-volume engagement.

Scaled Customer Success Manager

Responsibilities

Qualification

Required

Benefits

Company

Intercom

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