Intercom
Principal Customer Success Manager
$200K–$247K
Chicago, Illinois +3 · Remote · Principal · Full-time · Posted Oct 28, 2026
- Location
- Chicago, Illinois
NYC, Remote
San Francisco, California
San Francisco, CA, United States - Experience
- 8+ years in the listed customer-facing fields; alternatives include enterprise Customer Success, strategic account management, management consulting, strategy, or a related advisory role.
About the job
Advise strategic enterprise customers on transforming customer service with Fin AI, from implementation and adoption through measurable value, retention, and renewal.
What you'll do
- Own success strategy, customer health, and retention for a portfolio of strategic enterprise customers; partner on renewal plans.
- Lead executive planning and complex implementations, and develop AI and automation roadmaps tied to customer goals and ROI.
- Monitor performance and adoption, mitigate risks, identify optimization opportunities, and share customer feedback internally.
What they ask for
- 8+ years of customer-facing experience in enterprise Customer Success, strategic account management, management consulting, strategy, or a related advisory role.
- Experience working with large enterprise clients, senior stakeholders, and multi-team or cross-functional programs.
- Demonstrated success driving adoption, retention, process improvement, and measurable enterprise customer outcomes.
- Experience with business process mapping, requirements analysis, solution design, or complex technology implementations.
Pay
$222,300- $247,000 (OTE) [New York or San Francisco Bay Area]; $200,070 - $222,300 (OTE) [Greater Chicago Area]
Tools
Fin
AI focus
Advise customers on AI and automation roadmaps and Fin configuration, knowledge strategy, integrations, and prompt design; guide AI-agent implementation, adoption, and optimization. Coding experience is not required.
Model-written summary · the original posting is authoritative