Senior Manager, Digital Success and Solutions

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? 

At Intercom, we’re on a mission to make internet business personal. Our AI-first customer service platform is changing the standard for how businesses support their customers—making it faster, smarter, and more human. Our Scaled and Strategic Solutions team plays a key role in that mission by helping businesses unlock long-term value from Intercom’s products.

As Senior Manager, Digital Customer Success & Solutions, you’ll lead a diverse, global team responsible for owning a digital success segment with thousands of customers while building a digital strategy that supports scale and high touch segments as part of our overall success strategy. You’ll also lead marquee enterprise programs focused on building customer communities, educating core audiences, and supporting success teams in leveraging cutting edge technology to amplify their impact and drive the success of our customers with precision, speed and delight. This is a senior-level, strategic role at the intersection of customer success, technology, and experience design and requires deep customer empathy and developing strong cross-functional partnerships. You’ll be at the forefront of building a hybrid approach to success that blends data, AI, automation, and human guidance to help customers grow with Intercom.

This is a fantastic opportunity for a proven leader who is extremely data-driven, customer-centric, loves the art and science of digital success, and has developed both scale and bespoke customer programs. The Scaled & Strategic Solutions team executes fast, sets a high quality bar, challenges conventional thinking and believes in experimentation and continuous learning. If you want to build the future of customer success and support a fast-growing and diverse customer base, join us.

What will I be doing? 

• Lead a high-performing and hyper cross-functional program team focused on digital success as a segment and a strategy, as well as building best-in-class customer community, feedback and education programs.
• Architect an end-to-end digital customer journey that seamlessly integrates content, many tactics, behavioral signals, AI and automation to deliver an always-on, differentiated enterprise customer experience across Intercom’s product suite. 
• Own a digital segment of thousands of Intercom’s customers and create an innovative digital motion, regularly inspecting the business and using data-driven insights to run and measure digital experiments across engagement channels to hit activation, adoption, retention and expansion targets and deploy what works across segments.
• Partner closely with Customer Success, Sales and Solutions leadership and their teams to support scaled and high touch strategies across all segments with the integration and augmentation of digital success to deliver a best in class hybrid customer experience.
• Collaborate with marketing and product to build and scale enterprise-level programs focused on customer communities, feedback and education to drive value-realization, adoption and advocacy.
• Partner cross-functionally to drive data hygiene and touch governance while building digital data foundations, a success experimentation engine and attribution model requirements.
• Drive the evaluation, selection, implementation, and continuous improvement of an AI-first Customer Success technology ecosystem that enhances customer experiences and empowers Intercom field teams to scale their impact effectively.

What skills do I need? 

• 7-10+ years of experience in customer success or account management, with at least 5 years in scaled and/or digital success, ideally in B2B SaaS.
• 3-4+ years in a formal leadership role, with a minimum of 2 years leading digital success and strategic customer experience programs.
• Proven success driving customer outcomes in high-volume segments, with direct segment ownership and