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Senior Program Manager, Digital Customer Success

Chicago, Illinois

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? 

The Senior Program Manager, Digital Customer Success will join our rapidly growing global team to help Intercom deliver a fully digital, scalable, and customer-centric success experience. In this role, you will shape, plan, and execute Intercom’s digital-first Customer Success strategy—owning programs that drive meaningful customer outcomes and exceptional experiences at scale.

You’ll collaborate closely with cross-functional partners across Education, Product, Marketing, and Customer Success to build a cohesive, intuitive, and value-driven journey for our expanding customer base. Your work will directly influence how customers adopt, grow with, and realize value from Intercom.

This role is ideal for someone who is highly strategic, creative, collaborative, and action-oriented. As a key contributor to Intercom’s future digital ecosystem, you will help transform how we engage with customers and elevate the impact of Customer Success across the organization.

What will I be doing? 

  • You’ll be responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals. We have a quarterly team GRR and product adoption targets.  
  • You will be responsible for inspecting the segment, identifying/evaluating trends, proposing and building out solutions, all with the goal of influencing customer retention and product adoption.
  • You’ll leverage our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes.  
  • You’ll leverage data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion. 
  • Gain a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction. 
  • Collaborate and align cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc.
  • Collaborate with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience. 
  • Work with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business. 
  • Inform our Customer Education Content roadmap and collaborate with our learning experience designers to create new content for customers. 
  • Collaborate with our other key programs such as voice of customer, enterprise community, and scale community.
  • Measure and report on program performance and business impact at regular intervals (Monthly all hands, QBRs, H1/2 reviews).

What skills do I need? 

  • 8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
  • 3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
  • 3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
  • Experience working with GTM field teams and designing “signals”/escalation points for low touch or high touch human engagement 
  • Ability to run complex, simultaneous, cross-functional initiatives
  • Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
  • Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
  • Strong analytical and program management skills with an aptitude for working with data.
  • Expertise identifying trends through data analysis and turning insights into actionable outcomes.
  • Experience with Tableau, Looker, Power BI
  • Excellent change management and communication skills (verbal and written)
  • Ability to communicate at all levels, escalate program issues, and mitigate risks.
  • Strong interpersonal skills and experience building deep cross-functional relationships (Ops, Marketing, Product, etc.)
  • Excellent time management, organizational, and planning skills

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 meaningful equity
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews - great work is rewarded!
  • Flexible paid time off policy
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the Greater Chicago Area is $137,700 - $164,475. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).  

#LI-Hybrid

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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