Job Description

What\u2019s the opportunity?

As a HT CSM, youll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. Youll work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.

This role is an opportunity to shape how the worlds leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.

What will I be doing?

• Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
• Facilitate requirements gathering and process mapping for the customer9s standard operating procedures; document in clear, precise, and actionable terms.
• 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 Fins fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.
• Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer.
• Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.
• Be the Voice of the Customer internally, advocating for customerseds and shaping our solutions strategy.

What skills do I need?

• 3-5 years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS or Consumption-based Technology companies experience a benefit
• Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams
• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
• Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
• Ability to understand and communicate complex problems clearly and concisely to different audiences
• Self-motivating and entrepreneurial team player
• Experience building lasting relationships with customers and colleagues
• Strong technical acumen and passion for AI/agent-building (coding not required)

Benefits

We are a well-treated bunch, with awesome benefits! If theres something important to you that7s not on this list, talk to us!

• 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!

Proof of eligibility to work in the United States is required.

The OTE range for candidates within the San Francisco Bay Area is $144,000 - $172,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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