Customer Success Manager, High Touch

Chicago, ILfull timeRemote

Apply on Employer Site

mid

$135k–$162k

H1B: yes

Intercom Customer Success Manager, High Touch partners with large, complex customers to guide AI Agent Fin transformation from project scoping to adoption and business outcomes. The role involves working with C-suite leaders and support teams to drive strategic AI-driven customer service success.

Responsibilities

Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
Facilitate requirements gathering and process mapping for the customer’s 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.

Qualification

Be the Voice of the Customer internallyDemonstrated success driving adoptionSelf-motivated

Required

Be the Voice of the Customer internally, advocating for customers’ needs and shaping our solutions strategy.
3-5 years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS or Consumption-based Technology companies experience a benefit.
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.

Benefits

Equity/RSU

Company

Intercom

View company page

Source: greenhouse

Active within the past hour

Remote-friendly

More roles at Intercom

Senior Solutions Engineer

San Francisco, CA

Solutions Architect -Spanish Speaking

San Francisco, CA

Principal Program Manager

San Francisco, CA

Director, Sales

San Francisco, CA