# Customer Success Manager 2
**Company:** [Intercom](https://hotfix.jobs/companies/intercom)
**Location:** Chicago, IL
**Salary:** $109K-$130K
**Experience:** 2+ years
**Skills:** AI, Fin, APIs, Integrations, SaaS, Automation, Generative AI, Chatbots, Usage Metrics, Onboarding
**Posted:** 2026-04-02
> Drives product adoption for Intercom's AI-powered customer service tools like Fin, designs scalable engagement strategies, owns onboarding, monitors health signals, and collaborates cross-functionally to ensure customer success at scale. Requires 2-4+ years in SaaS customer-facing roles and AI interest.
## Job Description
## Responsibilities
- Drive broad product adoption, with special 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 can scale across customer segments—leveraging technology, automation, digital content, and smart touchpoints.
- Own implementation and onboarding conversations for your customers, ensuring they are being set up for success from Day 1.
- Monitor usage & health signals proactively—identifying 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 the Voice of the Customer: feed insights from scaled engagements back into the product roadmap, feature improvements, messaging, and internal training.
- Help define what “Scaled CS” means here: you’ll be a builder—defining processes, tools, metrics, and models for what high volume, high value looks like.

## 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 / experience with AI & 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, analyse 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: you can maintain trust even with many customers, manage expectations, and partner with internal stakeholders.

## Nice-to-Haves
- 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 / digital engagement programs.

## Compensation
- OTE range for Greater Chicago Area: $108,500 - $129,645 (base pay + target incentives).
- Additional benefits: competitive salary, equity, comprehensive medical/dental/vision, flexible PTO, parental leave, 401k match.
**Apply:** https://hotfix.jobs/jobs/customer-success-manager-2-at-intercom-193640bc-6a14-4863-baf4-ca0289eb35c3
**Canonical:** https://hotfix.jobs/jobs/customer-success-manager-2-at-intercom-193640bc-6a14-4863-baf4-ca0289eb35c3