Customer Success Manager 2 Job at Intercom (Chicago)

Customer Success Manager 2

Intercom

Location:
United States , Chicago

Category:
Customer Service

Contract Type:
Not provided

Salary:

101250.00 - 120938.00 USD / Year

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Job Description:

We’re building Intercom’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 Intercom’s suite at scale, extracting real value, and scaling processes so more businesses succeed, more reliably.

Job Responsibility:

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

Requirements:

2–4+ years 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
Strong relationship builder: you can maintain trust even with many customers, manage expectations, and partner with internal stakeholders
Proof of eligibility to work in the United States is required

Nice to have:

Interest in consumption or usage-based SaaS models
Exposure to Generative AI, chatbots, virtual agents, or AI-assisted support tools
Experience in operations, scaling CS / onboarding / customer education / digital engagement programs

What we offer:

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!

Additional Information:

Job Posted:
December 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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