Lead Customer Success Manager, Onboarding

Intercom is hiring a Lead Customer Success Manager, Onboarding to join our fully remote team in the United States. As a Lead Customer Success Manager, Onboarding, you'll drive adoption, retention, and growth for our customers. This is a full-time, work-from-home role open to candidates across the US (Remote — US (PST)). About the role You'll drive adoption, retention, and growth for our customers, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Own a portfolio of customer accounts • Lead onboarding and ongoing enablement • Track health metrics and reduce churn • Advocate for customer needs internally • Identify expansion and renewal opportunities What we offer: • Annual learning and professional development budget • Competitive salary and meaningful equity • 401(k) retirement plan with company match • Comprehensive medical, dental, and vision coverage • Flexible working hours across US time zones How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Intercom is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 7+ years of experience, including leading teams or projects • Comfort with SaaS products and CRMs • Strong relationship-building skills • Excellent communication • Experience in customer-facing roles Nice to have: • Familiarity with modern collaboration tools (Slack, Notion, Linear) • A track record of taking ownership and shipping independently