Strategic Customer Success Manager in London

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service.

As a Strategic CSM, you will partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. You will work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin — from early project scoping and requirements gathering, to measurable adoption, to industry-best automation rates and business outcomes.

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 in clear, precise, and actionable terms.
• 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 the customer.
• 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.

What skills do I need?

• 8+ 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.
• Strong technical acumen and passion for AI/agent-building (coding not required).
• Ability to simplify and communicate complex problems clearly across audiences.
• Strong prioritization skills to effectively 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, and curious team player with a high level of self-efficacy.
• Fluent French.

Benefits

• Competitive salary and equity in a fast-growing start-up.
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
• Regular compensation reviews - we reward great work.
• Pension scheme & match up to 4%.
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents.
• Open vacation policy and flexible holidays so you can take time off when you need it.
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones.
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too.
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

Policies

• Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
• We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone.
• Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.