# Enterprise Customer Success Manager

**Company:** [Intercom](https://hotfix.jobs/companies/intercom)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $186k – $223k/yr
**Experience:** 10+ years
**Skills:** Customer Success, Enterprise Account Management, Business Process Mapping, Requirements Analysis, Solution Design, AI/ML, ROI Analysis, QBRs, Stakeholder Management, Technical Acumen
**Posted:** 2026-06-09

> Partner with enterprise customers to drive AI Agent adoption, define automation roadmaps, and deliver measurable business outcomes through strategic customer success programs.

## Job Description

## Responsibilities
- Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors) across a focused portfolio of high-value enterprise accounts.
- Facilitate requirements gathering and process mapping for the customer’s standard operating procedures; document in clear, precise, and actionable terms.
- Act as a transformation architect influencing customer strategy at the highest levels and defining automation and AI maturity roadmaps that drive structural cost reduction, CX innovation, or both.
- 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 Fin’s fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.
- Lead Success Plans, QBRs/EBRs, and strategic planning sessions with executive stakeholders; hold yourself and your customers accountable to clearly defined milestones and measurable outcomes.
- Quantify and communicate customer value through ROI metrics, outcome narratives, and executive briefings — building compelling business cases for continued and expanded investment.
- Partner with Sales and Renewals to protect GRR, drive growth and progress further exposure of Fin to our customers' challenges.
- Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.
- Be the Voice of the Customer internally, advocating for customers’ needs and shaping our solutions strategy.

## Requirements
- 10+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
- Experience with business process mapping, requirements analysis, and solution design at enterprise scale.
- Strong technical acumen and genuine passion for AI — comfortable engaging with technical concepts and holding meaningful conversations with engineering and product teams (coding not required).
- Ability to evaluate AI performance data — automation rate, resolution rate, CSAT deflection — and translate metrics into compelling business outcomes.
- Strong commercial instincts: understands enterprise procurement cycles and how to frame value for CFO and CX executive audiences.
- Ability to simplify and communicate complex problems clearly across audiences — from technical teams to boards.
- Experience leading large-scale enterprise transformation programmes involving AI, automation, or modern customer service platforms.
- Ability to apply a deep understanding of product roadmap to enhance customers’ automation strategies and deliver measurable outcomes.
- Proven ability to manage multi-threaded Success Plans across complex enterprise accounts, aligning multiple stakeholders and workstreams to drive coordinated outcomes.
- Self-motivated, adaptable, and intellectually curious — a leader among peers with a high level of self-efficacy.

## Benefits
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews
- Unlimited access to Claude Code and best-in-class AI tools
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for employees, friends, and family

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