Strategic Customer Success Manager
IntercomLondon, England
Posted February 9, 2026
Full Time
About the Company
Intercom is a fast-growing start-up on a mission to help businesses provide incredible customer experiences with its AI Customer Service company.
Job Description
As a Strategic CSM at Intercom, you will partner with large and complex customers to help them succeed in the new era of AI-driven customer service. You will work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin.
Requirements
- Develop trusted advisor relationships with customers
- Facilitate requirements gathering and process mapping
- Collaborate with engineers to translate customer requirements into Fin solution designs
- Monitor Fin usage patterns to identify risks and recommend optimizations
- Maintain deep product knowledge of Fin's capabilities
- Lead Success Plans, QBRs/EBRs, and strategic planning sessions
- Prioritize competing demands to drive high-value outcomes
- Be the Voice of the Customer internally
Benefits
- Competitive salary
- Equity in a fast-growing start-up
- Pension scheme with matching
- Comprehensive health and dental insurance
- Open vacation policy
- Paid maternity leave
- 6 weeks paternity leave
- Cycle-to-Work Scheme
- MacBook and other hardware
- Free lunch and snacks