Senior Manager, Professional Services

Intercom•San Francisco, CA

38d•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? We're looking for a strategic and execution-focused leader to oversee the delivery of Intercom's Professional Services-ensuring our customers successfully adopt and scale our AI solutions. This is a high-impact role that bridges strategy, operations, and delivery across internal teams and external partners. You'll help shape how customers experience the value of AI from day one and beyond, defining what a "great start" means in this new era. You'll lead a talented team of Project Managers and Partner Services Managers, drive excellence in both internal and partner-led implementations, and champion a vision for seamless, outcomes-driven customer onboarding. This is a unique opportunity to influence how companies adopt AI at scale, while helping us evolve our services model to support growth, innovation, and customer satisfaction.

Requirements

7+ years in professional services, consulting, or customer success-ideally in SaaS or an AI/ML environment.
2+ years of people management experience across delivery or project-based roles.
Proven success leading hybrid delivery models (internal + partner/outsourced teams).
Experience with AI/ML products, data-driven implementations, or complex enterprise software.
Strong operational background with tools like Salesforce, PSA systems (e.g., Mavenlink, Kantata, Rocketlane), and project management platforms.
A strategic mindset paired with a bias for action, customer empathy, and an ability to scale programs with precision and care.

Responsibilities

Lead Professional Services Delivery: Own the end-to-end quality of delivery for customer projects, whether led by internal teams or external partners.
Manage and Develop Delivery Teams: Lead our Project Managers and Partner Services Managers-ensuring they're aligned, empowered, and delivering results.
Partner Across the Business: Collaborate closely with Sales and Customer Success to evangelize the value of Professional Services and identify strategic opportunities for engagement
Drive Cross-Functional Collaboration: Work with subject matter experts and Product leaders to evolve our delivery offerings and maximize impact for customers.
Define What Success Looks Like: Help shape how we define a successful start with Fin (our AI agent), guiding customers toward measurable value early in their journey.
Own Key Metrics: Track and improve attach rate, time-to-value, team utilization, partner delivery quality, and customer satisfaction (NPS, CSAT).
Scale Partner Delivery Excellence: Collaborate with our Partnerships team to grow partner capabilities and introduce scalable enablement programs rooted in Intercom's methodology.
Represent Professional Services: Act as a go-to resource for prospects and customers who want to understand how our services accelerate success.
Drive Operational Rigor: Build and refine scalable processes for project planning, resource allocation, milestone tracking, and risk management.
Contribute to Strategic Planning: Play a key role in shaping our services forecast, delivery model, and long-term strategy as part of the Professional Services leadership team.