Enterprise Customer Success Manager

Intercom is a company focused on providing AI-driven customer solutions, and they are seeking an Enterprise Customer Success Manager to partner with their largest enterprise clients. This role involves guiding customers through their AI transformation, building trusted relationships, and ensuring successful adoption of their AI Agent, Fin.

Responsibilities:

• Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors across a focused portfolio of high-value enterprise accounts
• Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms
• Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both
• 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 executive stakeholders hold yourself and your customers accountable to clearly defined milestones and measurable outcomes
• Quantify and communicate customer value through ROI metrics, outcome narratives, and executive briefings — building compelling business cases for continued and expanded investment
• Partner with Sales and Renewals to protect GRR, drive growth and progress further exposure of Fin to our customers' challenges
• 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