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Fin (now part of Salesforce) is building a Scaled Customer Success team to help more customers adopt and extract value from Intercom's suite of products, with special emphasis on Fin—the highest-performing AI Customer Agent on the market. As a Scaled Customer Success Manager, you will be the customer's trusted guide, helping them adopt and embed Intercom's AI-powered products at scale and defining how scaled customer success works in practice.
Key responsibilities include:
• Drive broad product adoption with 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 scale across customer segments, leveraging technology, automation, digital content, and smart touchpoints.
• Monitor usage and health signals proactively to identify 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 Voice of the Customer: feed insights from scaled engagements back into product roadmap, feature improvements, messaging, and internal training.
• Help define what "Scaled CS" means at Fin by building processes, tools, metrics, and models for high-volume, high-value customer success.
This role sits at the intersection of AI, product adoption, and operational excellence. You'll work with a portfolio of customers, managing many relationships simultaneously while maintaining high-impact outcomes. The position requires comfort with ambiguity and a builder's mindset—you'll be defining processes from scratch and continuously improving them based on data and customer feedback.
Fin operates a hybrid working policy with an expectation of at least three days per week in the office.
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 or experience with AI and 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, analyze 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: can maintain trust even with many customers, manage expectations, and partner with internal stakeholders.
BONUS SKILLS:
• 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, or digital engagement programs.
