# Senior Customer Success Manager

**Company:** [Intercom](https://hotfix.jobs/companies/intercom)
**Location:** London, United Kingdom, Dublin, Ireland
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success Management, Management Consulting, Enterprise Saas, Business Process Mapping, Requirements Analysis, Solution Design, Artificial Intelligence, AI Agents, Prompt Strategy, Process Improvement, Customer Adoption, QBRs
**Posted:** 2026-07-24

> Partners with complex enterprise customers and C-suite stakeholders to drive AI-agent adoption, process improvement, and measurable support outcomes. Requires 8+ years of customer-facing experience, strong technical acumen, and expertise in requirements analysis and solution design.

## Job Description

## Responsibilities

- Develop trusted advisor relationships with customers, from C-suite stakeholders to individual contributors.
- Facilitate requirements gathering and process mapping for standard operating procedures; document findings in clear, precise, and actionable terms.
- Collaborate with engineers to translate customer requirements into Fin solution designs, guiding customers 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 and remain market-aware of the evolving AI-agent industry.
- Lead Success Plans, QBRs/EBRs, and strategic planning sessions with customers.
- Prioritize competing demands to drive the highest-value outcomes across the customer portfolio.
- Act as the Voice of the Customer internally, advocating for customer needs and shaping solutions strategy.

## Requirements

- 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS customer success management.
- Experience with business process mapping, requirements analysis, and solution design.
- Strong technical acumen and passion for AI and agent-building; coding is not required.
- Ability to simplify and communicate complex problems clearly across audiences.
- Strong prioritization skills to manage a broad portfolio of customer accounts while delivering depth of impact.
- Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.
- Self-motivated, adaptable, curious, and collaborative, with a high level of self-efficacy.

## Compensation and Benefits

- Competitive salary and equity in a fast-growing startup.
- Lunch served every weekday, plus snacks and a fully stocked kitchen.
- Regular compensation reviews.
- Unlimited access to Claude Code and other best-in-class AI tools.
- Pension scheme with matching contributions up to 4%.
- Life assurance and comprehensive health and dental insurance for employees and dependents.
- Open vacation policy and flexible holidays.
- Paid maternity leave and six weeks of paternity leave.
- Cycle-to-Work Scheme and secure bike storage.
- MacBook standard equipment, with Windows available for certain roles.
- Hybrid working policy requiring employees to work in the office at least three days per week.

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