Lead Customer Success Specialist, Onboarding

Intercom is hiring a Lead Customer Success Specialist, Onboarding to join our fully remote team in the United States. As a Lead Customer Success Specialist, 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 (EST)). 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: • Track health metrics and reduce churn • Advocate for customer needs internally • Identify expansion and renewal opportunities • Lead onboarding and ongoing enablement • Own a portfolio of customer accounts What we offer: • Competitive salary and meaningful equity • Annual learning and professional development budget • 401(k) retirement plan with company match • Flexible working hours across US time zones • Home office and wellness stipends 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 • Experience in customer-facing roles • Data-driven and organized Nice to have: • Experience in a fast-paced, high-growth environment • Familiarity with modern collaboration tools (Slack, Notion, Linear)