# Customer Success Manager, Scale at Intercom

- Company: Intercom
- What the company does: Backed by Index, GV and 500 Global.
- Company website: http://intercom.com/
- Type: Startups
- Level: Senior
- Location: Chicago, Illinois
- Work setup: On-site
- Pay: $135K to $162K base salary per year (USD)
- Posted: 2025-11-05
- Apply by: 2026-10-08
- Apply: https://job-boards.greenhouse.io/intercom/jobs/7370567
- Page: https://www.1752.vc/careers/jobs/intercom-customer-success-manager-scale/

## About the role

We’re building Fin's Scaled Customer Success team to reach more customers, provide consistent high-impact outcomes, and lean even harder into what makes us unique: our AI-powered products (especially Fin) and deep domain expertise. As a Scaled Customer Success Manager, you’ll be the customer’s trusted guide—helping them adopt and embed Fin's suite at scale, extracting real value, and scaling processes so more businesses succeed, more reliably.

## What they're looking for

- 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
- Strong interest in / experience with AI & automation support tools, ability to explain AI/Fin features and use cases to customers, and help them build workflows around them
- Comfortable discussing technical topics such as APIs, integrations, and workflows—not an expert, but confident engaging with customers on technical questions and guiding them to resources
- Excellent communication skills: can break down complex product and technical topics clearly for different audiences (executives, operations, support leaders)
- Data-driven mindset: able to monitor usage metrics, define success metrics, analyse what is / isn’t working, and adapt strategy based on results
- Self-starter, entrepreneurial, comfortable in ambiguity, able to build processes from scratch and consistently improve them

Tags: Customer Success & Solutions