Principal Onboarding Specialist

Intercom is hiring a Principal Onboarding Specialist to join our fully remote team in the United States. As a Principal Onboarding Specialist, you'll drive adoption, retention, and growth for our customers. This is a part-time, work-from-home role open to candidates across the US (Remote — US). 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 • Identify expansion and renewal opportunities • Advocate for customer needs internally • Track health metrics and reduce churn What we offer: • Generous paid time off and company holidays • Annual learning and professional development budget • 100% remote, work-from-anywhere-in-the-US culture • Home office and wellness stipends • 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 • Data-driven and organized • Strong relationship-building skills • Experience in customer-facing roles Nice to have: • Comfort communicating clearly and proactively in writing • Familiarity with modern collaboration tools (Slack, Notion, Linear)