Intercom

Compensation

Full Description

About the position Responsibilities • Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors). • Facilitate requirements gathering and process mapping for the customer's standard operating procedures; document in clear, precise, and actionable terms. • Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy. • Monitor Fin usage patterns to identify risks, recommend optimizations, and uncover expansion opportunities. • Maintain deep product knowledge of Fin's fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry. • Lead Success Plans, QBRs/EBRs, and strategic planning sessions with the customer. • Prioritize competing demands to drive the highest-value outcomes across your customer portfolio. • Be the Voice of the Customer internally, advocating for customers' needs and shaping our solutions strategy. Requirements • 3-5 years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. • Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams. • Experience establishing yourself as a trusted advisor with customer partners to guide outcomes. • Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified. • Ability to understand and communicate complex problems clearly and concisely to different audiences. • Self-motivating and entrepreneurial team player. • Experience building lasting relationships with customers and colleagues. • Strong technical acumen and passion for AI/agent-building (coding not required). Benefits • 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!