Staff Customer Success Manager, SMB

Intercom is hiring a Staff Customer Success Manager, SMB to join our fully remote team in the United States. As a Staff Customer Success Manager, SMB, 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: • Track health metrics and reduce churn • Own a portfolio of customer accounts • Identify expansion and renewal opportunities • Advocate for customer needs internally • Lead onboarding and ongoing enablement What we offer: • Paid parental leave • Competitive salary and meaningful equity • Home office and wellness stipends • Generous paid time off and company holidays • 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: • 7+ years of experience, including leading teams or projects • Excellent communication • Strong relationship-building skills • Data-driven and organized • Comfort with SaaS products and CRMs Nice to have: • Experience working in a fully remote or distributed team • A growth mindset and eagerness to keep learning