# Customer Success Manager, High Touch

**Company:** [Intercom](https://hotfix.jobs/companies/intercom)
**Location:** Chicago, IL, San Francisco, CA
**Role:** Customer Success
**Salary:** $150k – $180k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, Strategic Consulting, SaaS, Process Mapping, Requirements Analysis, Solution Design, Artificial Intelligence, Prompt Strategy, QBRs
**Posted:** 2026-08-27

> Partners with large, complex enterprise customers to drive adoption and measurable outcomes from AI-driven customer service. Requires 3–5 years in customer success, account management, or strategic consulting, plus process-mapping, solution-design, and strong technical communication skills.

## Job Description

## Responsibilities
- Build trusted-advisor relationships with customers, from C-suite stakeholders to individual contributors.
- Facilitate requirements gathering and process mapping for customers’ standard operating procedures; document findings clearly and precisely.
- Collaborate with engineers to translate customer requirements into Fin solution designs and guide configuration best practices and prompt strategy.
- Monitor product usage to identify risks, recommend optimizations, and uncover expansion opportunities.
- Maintain deep product knowledge of Fin’s capabilities and stay current on the AI-agent industry.
- Lead Success Plans, QBRs/EBRs, and strategic planning sessions.
- Prioritize competing demands to drive high-value outcomes across a customer portfolio.
- Advocate for customer needs internally and help shape solution strategy.

## Requirements
- 3–5 years of relevant experience in customer success, account management, or strategic consulting in a customer-facing organization.
- 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 to varied audiences.
- Strong prioritization skills while managing a broad portfolio of customer accounts.
- Demonstrated success driving adoption, process improvement, and measurable outcomes for enterprise customers.
- Self-motivated, adaptable, curious, and collaborative.
- Experience in SaaS or consumption-based technology companies is beneficial.

## Compensation
- San Francisco Bay Area base salary: $150,300–$179,525.
- Regular employees may be eligible for a corporate bonus or sales incentive and restricted stock units (RSUs).

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