Enterprise Customer Success Manager

San Francisco, CAfull timeRemote

senior

$200k–$239k

H1B: yes

Intercom Enterprise Customer Success Manager at Intercom partnering with large enterprise customers to drive AI-driven customer service transformation. Guides customers from project scoping to adoption and business outcomes.

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.
8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.

Qualification

Strong commercial instinctsSelf-motivatedComprehensive medicalFlexible paid time off policyPaid Parental Leave Program

Required

Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executive audiences.
Ability to simplify and communicate complex problems clearly across audiences — from technical teams to boards.
Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms.
Ability to apply a deep understanding of product roadmap to enhance customers’ automation strategies and deliver measurable outcomes.
Proven ability to manage multi-threaded Success Plans across complex enterprise accounts, aligning multiple stakeholders and workstreams to drive coordinated outcomes.
Self-motivated, adaptable, and intellectually curious — a leader among peers with a high level of self-efficacy.
Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Unlimited access to Claude Code and best-in-class AI tools; experimentation building is encouraged celebrated.
Flexible paid time off policy
Paid Parental Leave Program