Principal Customer Success Specialist

Intercom is hiring a Principal Customer Success Specialist to join our fully remote team in the United States. As a Principal Customer Success Specialist, 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 (CST)). 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 • Lead onboarding and ongoing enablement • Own a portfolio of customer accounts • Identify expansion and renewal opportunities • Advocate for customer needs internally What we offer: • Generous paid time off and company holidays • Paid parental leave • Competitive salary and meaningful equity • 401(k) retirement plan with company match • 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 • Data-driven and organized • Excellent communication • Experience in customer-facing roles Nice to have: • Experience working in a fully remote or distributed team • Familiarity with modern collaboration tools (Slack, Notion, Linear)