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Senior Program Manager, Fin Champions

London, England

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 the Senior Program Manager - Fin Champions, you’ll lead the strategy and execution of our global Fin customer programs, leading Fin advisory boards, advocates, leadership roundtables and more with our champions. Your work will focus on building a best-in-class AI agent executive community, crafting in-person and virtual programming that supports our most strategic customers in their roles as pioneers within their organization and drives their career growth and AI expertise through exclusive live facilitated educational and thought leadership events, rich discussions, roundtables, advisory opportunities, recognition programs and more.

This role is an opportunity to work cross-functionally across Customer Success, Marketing, Sales, and Product, to create executive-level customer experiences. If you’re deeply customer-centric, passionate about building for industry leaders and helping our most innovative customers chart the future of AI agents in the enterprise, this role is for you.

What will I be doing? 

  • Lead the vision, design, execution and measurement of Intercom’s global Fin Champions, with a portfolio including customer advisory boards, Fin champions, regional roundtables, and more.
  • Partner with customer success, sales and executive leaders at Intercom to identify, attract, onboard, nurture and grow our Fin Champions network.
  • Craft high-value experiences for key customer audiences, driving a mix of in-person and virtual events, workshops, peer-to-peer learning, and other live facilitated programming with industry experts, educators and thought leaders.
  • Partner with our education team to craft cutting edge AI curriculum delivered via engaging modalities to drive professional growth and business outcomes for our Fin champions.
  • Celebrate our champions’ achievements - spotlighting their stories, showcasing their work and amplifying their voices along the way. 
  • Engage our Fin champions with early product previews, research opportunities and clear feedback loops straight to our R&D research teams and internal leadership to help shape the future of Intercom.
  • Run all community events logistics, being scrappy and hands-on where needed, and leveraging cross-functional partners, vendors and contractors where/as appropriate.
  • Own and/or integrate with a community tech stack and manage outreach campaigns in partnership with marketing.  
  • Measure program health, champion engagement, and impact on business KPIs and customer outcomes.

What skills do I need? 

  • 5+ years of experience building enterprise community programs like champions, executive advisory boards, and similar from the ground up—ideally focused on the Director+ audience in a B2B SaaS environment.
  • Strong in-person and virtual facilitation skills. 
  • Strong project and program management skills—you’re organized, proactive, outcomes-driven and have proven experience managing senior stakeholders and executives. 
  • Exceptional written and verbal communication—you can move between strategy decks, community forum posts and customer comms with ease.
  • Strong data orientation and a curiosity to learn from others and evolve programs continuously. 
  • A passion for connection—you love bringing people together, creating value, and helping others grow.

Benefits 

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! 

  • 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
  • Flexible paid time off policy
  • 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. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. 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.

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