Senior Customer Success Manager

Intercom is hiring a Senior Customer Success Manager to join our fully remote team in the United States. As a Senior Customer Success Manager, you'll drive adoption, retention, and growth for our customers. This is a contract, 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: • Lead onboarding and ongoing enablement • Own a portfolio of customer accounts • Track health metrics and reduce churn • Advocate for customer needs internally • Identify expansion and renewal opportunities What we offer: • Competitive salary and meaningful equity • Flexible working hours across US time zones • Paid parental leave • 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: • 5+ years of relevant experience • Data-driven and organized • Comfort with SaaS products and CRMs • Excellent communication • Strong relationship-building skills Nice to have: • Experience working in a fully remote or distributed team • A growth mindset and eagerness to keep learning