Intercom
Customer Success Manager, Scale
$135K–$162K
Chicago, Illinois +1 · Manager · Full-time · Posted Nov 5, 2025
- Location
- Chicago, Illinois
Chicago, IL, United States - Experience
- 3–5 years; customer-facing SaaS, technology, product success, or similar experience.
- Visa sponsorship
- Proof of eligibility to work in the United States is required.
About the job
Guide a high volume of customers through adoption and successful use of Fin and other AI-powered products, while building scalable customer success processes.
What you'll do
- Drive product adoption and onboard customers, with a focus on Fin and AI-powered features.
- Create and improve scalable engagement strategies, playbooks, processes, tools, and metrics.
- Monitor customer usage and health, coordinate with internal teams, and share customer insights to inform product improvements.
What they ask for
- 3–5 years of experience in a customer-facing SaaS, technology, product success, or similar role, managing many customers or high-volume engagement.
- Strong interest in or experience with AI and automation support tools, and ability to explain features and help customers build workflows.
- Comfort discussing APIs, integrations, and workflows with customers.
- Strong communication and data analysis skills, including monitoring usage and adapting strategy based on results.
Nice to have
- Interest in consumption- or usage-based SaaS models.
- Exposure to Generative AI, chatbots, virtual agents, AI-assisted support tools, or scaled operations and customer programs.
Pay
$135,300 - $161,550 USD total pay (OTE)
Tools
Fin, APIs
AI focus
Help customers adopt Fin and AI-powered support features, explain AI use cases, and build workflows; use AI products to scale customer success.
Model-written summary · the original posting is authoritative