Principal Customer Success Manager

intercom Inc,.

. Own the health, success strategy, and retention of a portfolio of strategic enterprise customers, partnering with Account Management on renewal plans .

Posted 10/28/2026full-timeUnited StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing enterprise customer success strategies, driving adoption and retention while aligning technical solutions with business outcomes. Proficient in stakeholder engagement, process mapping, and developing AI and automation roadmaps to enhance customer experience.

Highest-signal resume keywords

Customer Success ManagementEnterprise Account ManagementStakeholder EngagementBusiness Process MappingAI and Automation Strategy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Requirements AnalysisSolution DesignProcess ImprovementData AnalysisPerformance Optimization

Soft Skills

Relationship BuildingInfluencing DecisionsClear CommunicationPrioritizationAdaptability

Tools & Technologies

Customer Success PlaybooksWorkflow DocumentationIntegration Solutions

Industry Keywords

Enterprise CustomersC-Suite EngagementRenewal StrategyCross-Functional ProgramsVoice of the Customer

About the role

Key responsibilities & impact

Own the health, success strategy, and retention of a portfolio of strategic enterprise customers, partnering with Account Management on renewal plans
Build relationships with executive sponsors, operational leaders, technical teams, and frontline users
Develop stakeholder maps and align decision-makers and teams
Lead executive conversations, strategic planning, QBRs/EBRs, and success-plan reviews
Drive measurable value realization by connecting Fin outcomes to cost savings, team capacity, customer experience, and service quality
Develop and prioritize customer-specific AI and automation roadmaps
Guide complex enterprise implementations and adoption programs, including requirements gathering, process mapping, and workflow documentation
Partner with Solutions Engineering, Product, Support, and internal teams on solution designs, configuration, knowledge strategy, integrations, and prompt design
Monitor resolution rate, involvement, CSAT, adoption breadth, and stakeholder engagement; identify risks and lead mitigation plans
Analyze usage and performance data to identify optimization opportunities and expansion use cases
Advise customers on Fin capabilities and the AI-agent market
Represent the Voice of the Customer internally through product feedback and solutions strategy
Mentor CSMs and contribute to Customer Success playbooks, operating practices, and standards

Requirements

What you’ll need

8+ years of customer-facing experience in enterprise Customer Success, strategic account management, management consulting, strategy, or a related advisory role
Experience working with large enterprise clients, complex organizations, senior stakeholders, and multi-team or cross-functional programs
Track record of building executive relationships and influencing decisions across customer stakeholders from C-suite leaders to operational and technical teams
Success driving adoption, retention, process improvement, and measurable business outcomes for enterprise customers
Experience with business process mapping, requirements analysis, solution design, or complex technology implementations
Strong commercial judgment and ability to connect product performance and customer outcomes to ROI, renewal strategy, and expansion opportunities
Strong technical acumen and genuine interest in AI, automation, and agent-building; coding experience is not required
Ability to simplify complex problems and communicate clearly with executive and technical audiences
Excellent prioritization and program-management skills
Self-motivated, adaptable, and curious, with judgment and ownership in a fast-changing environment
Collaborative team player able to influence across functions, advocate for customers, and elevate the broader team

Benefits

Comp & perks

Corporate bonus program or sales incentive (target included in OTE)
Stock in the form of Restricted Stock Units (RSUs)
Health and wellbeing support
Family support
Time away from work support
Financial future support
Hybrid work with flexibility to work from home
Benefits and programs varying by location in line with local practices and requirements