Customer Success Manager, Scale

The Customer Success Manager, Scale at Intercom is the engine that turns high‑growth SaaS customers into long‑term partners. Based in Dublin, Ireland, you will own the post‑sale journey for our most ambitious enterprises, ensuring they realize the full value of Intercom’s messaging, automation, and support platform. By guiding customers through adoption, expansion, and renewal, you directly influence revenue retention and the company’s market leadership in conversational commerce. This role sits at the intersection of product, sales, and support, giving you visibility across the business and a fast‑track path to senior leadership, product strategy, or regional head‑of‑customer‑success positions as Intercom scales globally.

You will:
- Drive onboarding and activation for enterprise accounts, designing tailored success plans that accelerate time‑to‑value.
- Monitor health scores, usage analytics, and NPS, proactively addressing risk and uncovering expansion opportunities.
- Partner with sales, product, and engineering to relay customer feedback, influence roadmap decisions, and champion best‑in‑class experiences.
- Conduct quarterly business reviews, presenting data‑driven insights and ROI calculations that demonstrate impact.
- Lead cross‑functional workshops and training sessions, empowering customer teams to master Intercom’s APIs, bots, and AI‑driven workflows.
- Mentor junior CSMs and contribute to the Scale team’s playbook, fostering a culture of continuous improvement.
- Report to the Director of Customer Success, collaborating closely with the Account Management and Solutions Engineering squads.

Intercom’s culture is built on empathy, curiosity, and a relentless focus on people‑first communication—values that resonate with every Customer Success Manager, Scale. You’ll join a diverse, inclusive team in Dublin that celebrates experimentation and rewards outcomes, giving you the freedom to shape your career path and drive industry‑defining change. With ongoing investment in AI‑powered messaging, real‑time analytics, and omnichannel support, the role sits at the heart of a rapidly evolving market, offering you the chance to become a thought leader in customer success. Intercom provides robust professional development programs, mentorship, and access to global conferences, ensuring you stay ahead of trends while making a tangible impact on the success of world‑class brands. This is more than a job—it’s a platform to amplify your influence, grow your expertise, and help shape the future of conversational customer experiences at Intercom in Dublin, Ireland.