Manager, Customer Success, Scale AMER

Intercom•Chicago, IL

21h•Hybrid

About The Position

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. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? As Manager, Customer Success, Scale AMER , you’ll lead a team responsible for partnering with hundreds of high-potential customers across the AMER region. These customers may not always require high-touch support, but they absolutely deserve high-impact experiences. You’ll be at the forefront of building a scalable and repeatable approach to success that blends data, automation, and human guidance to help customers grow with Intercom. This is a fantastic opportunity for someone who thrives at the intersection of strategy, customer experience, and team leadership, and who’s excited to shape how we scale success across a fast-growing and diverse customer base. What will I be doing? Building and developing a high-performing team of Scale Customer Success Managers, with a focus on learning, growth, and collaboration. Building and evolving Intercom’s scaled CS approach in AMER using a combination of 1:many programs, playbooks, automation, and proactive outreach. Ensuring your team delivers measurable customer outcomes across a large and dynamic book of business, supporting product adoption, retention, and expansion. Collaborating with cross-functional partners in Solutions, Sales, Marketing, Support, and Product to streamline the customer journey and deliver a consistent, high-quality experience. Using data and customer signals to prioritize impact, mitigate risk, and identify opportunities to improve customer health and business performance. Helping define and iterate on our global scaled CS playbook, sharing learnings across regions and teams. Advocating for AMER customer needs within the wider Success and Product organizations.

Requirements

3+ years of experience in a leadership role within Customer Success, Account Management, or a related field
5+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company
Proven success driving customer outcomes in scaled or high-volume segments.
A thoughtful, people-first leadership approach that encourages curiosity, growth, and inclusion.
Strong operational mindset—you enjoy simplifying complexity and bringing structure to ambiguity.
Confidence working cross-functionally and influencing without authority.
Excellent communication skills, with the ability to tailor messages for different audiences and contexts.
Passion for improving customer experience and driving meaningful business impact.

Responsibilities

Building and developing a high-performing team of Scale Customer Success Managers, with a focus on learning, growth, and collaboration.
Building and evolving Intercom’s scaled CS approach in AMER using a combination of 1:many programs, playbooks, automation, and proactive outreach.
Ensuring your team delivers measurable customer outcomes across a large and dynamic book of business, supporting product adoption, retention, and expansion.
Collaborating with cross-functional partners in Solutions, Sales, Marketing, Support, and Product to streamline the customer journey and deliver a consistent, high-quality experience.
Using data and customer signals to prioritize impact, mitigate risk, and identify opportunities to improve customer health and business performance.
Helping define and iterate on our global scaled CS playbook, sharing learnings across regions and teams.
Advocating for AMER customer needs within the wider Success and Product organizations.