Senior Onboarding Specialist, SMB

Intercom is hiring a Senior Onboarding Specialist, SMB to join our fully remote team in the United States. As a Senior Onboarding Specialist, SMB, 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 — USA). 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 • Track health metrics and reduce churn • Advocate for customer needs internally What we offer: • Generous paid time off and company holidays • Home office and wellness stipends • 401(k) retirement plan with company match • 100% remote, work-from-anywhere-in-the-US culture • Comprehensive medical, dental, and vision coverage 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 • Excellent communication • Experience in customer-facing roles • Data-driven and organized • Comfort with SaaS products and CRMs Nice to have: • Familiarity with modern collaboration tools (Slack, Notion, Linear) • Experience working in a fully remote or distributed team