Jobs at Intercom

Own the self-serve existing customer business from conversion through renewal, driving retention, expansion, adoption, and monetization of Fin and new products. Lead product roadmaps, customer research, lifecycle and sales motions, onboarding and billing improvements, cross-functional delivery, and impact measurement. Partner with product, engineering, design, data, marketing, customer success, and sales teams while using AI to accelerate development.

Own the self-serve existing-customer business from conversion through renewal, driving retention, expansion, adoption, and monetization. Lead the product roadmap and cross-functional growth motion across product, engineering, design, data, lifecycle marketing, customer success, and sales. Improve onboarding, AI agent adoption, billing, plan management, and product expansion journeys while using customer research and quantitative analysis to measure impact.

Owns Fin.ai’s partner ecosystem across priority EMEA markets, managing systems integrators, cloud resellers, and consulting partners. Responsibilities include developing joint go-to-market programs, generating partner-sourced pipeline, supporting enterprise deals and implementations, building senior partner relationships, reporting results, evaluating new partnerships, and localizing global programs. The role collaborates closely with sales, marketing, and regional leadership to drive revenue and adoption of AI-powered customer support solutions.

Leads and scales EMEA Solutions Engineering, defining go-to-market strategy, coaching teams, supporting complex enterprise sales cycles, and delivering tailored AI platform solutions. Responsibilities include technical discovery, architecture, demonstrations, proofs of concept, business value assessments, executive customer engagement, reusable solution frameworks, verticalized assets, forecasting, and influencing product strategy. The role is a player-coach position requiring close collaboration with Sales, Product, Marketing, Engineering, Services, and Success.

Leads Mid Market and Enterprise Solutions Engineering teams across North America. Defines go-to-market strategy, scales and coaches high-performing teams, supports complex enterprise sales cycles, and provides technical guidance through architecture, demonstrations, proof-of-concepts, and business value assessments. Partners with Sales, Product, Marketing, Engineering, and Services to develop verticalized solutions, influence product strategy, engage executive customers, and deliver measurable outcomes using AI-driven customer support products.

Coordinates end-to-end interviews, including scheduling, candidate communication, panel coordination, room bookings, and onsite interview support. Maintains applicant tracking system data, generates reports, posts job openings, updates recruiting materials, and supports recruitment operations, events, campaigns, and vendor coordination. Serves as a primary candidate contact and helps improve the candidate experience while partnering with recruiters and hiring managers.

Drive full-cycle recruitment for GTM and G&A roles, partnering with leaders and hiring managers on recruiting strategy. Build diverse talent pipelines, source and convert passive candidates, provide market intelligence, and use data to diagnose hiring challenges. Advise stakeholders, improve recruiting processes, deliver strong candidate experiences, and support hiring goals in a high-growth technology environment.

Own the live customer education program for Fin, including curriculum design, webinars, cohorts, workshops, and the annual Fin Academy Live event. Deliver tailored training for enterprise customers, partner with Deployment Services and Customer Education teams, manage program strategy and metrics, and improve onboarding, product adoption, and automation outcomes. Present complex AI concepts to users, administrators, executives, and strategic customers while managing stakeholders and large-scale initiatives. Travel is required for live events and customer engagements.

Leads technical discovery and pre-sales engagements for Fin’s AI customer-support solutions. Designs and presents tailored solutions, conducts technical reviews, leads proofs of concept, responds to RFPs and security questions, and communicates value to technical and executive audiences. Partners with Product, R&D, and Engineering to represent customer needs, influence product direction, and improve Solutions Engineering processes and playbooks. Requires strong problem-solving, communication, customer relationship, and collaboration skills, plus occasional travel.

Own Fin’s live customer education program end to end, including curriculum design, webinars, cohorts, workshops, and the annual Fin Academy Live event. Deliver tailored enterprise training with Deployment Services, present to executives and customer teams, manage program roadmaps and metrics, and continuously improve learning experiences to increase onboarding, adoption, retention, and automation.

Build and deliver AI-powered customer solutions for strategic clients. Partner with customer technical teams to understand requirements, prototype and ship software, integrate systems through REST APIs, and drive measurable adoption of Fin. Collaborate with Sales, Success, Product, and Engineering teams, provide product feedback, codify implementation best practices, and work onsite with customers as needed.

Build and deploy AI-powered customer solutions for strategic clients, coding alongside customer technical teams and partnering with Sales, Success, Product, and R&D. The role involves understanding complex business needs, integrating systems through REST APIs, prototyping and shipping quality software, driving Fin adoption, influencing product roadmaps, and documenting best practices. Frequent customer collaboration, on-site engagement, strong communication, and interest in AI and machine learning are essential.

Build and scale Fin’s customer-facing SaaS platform across backend and frontend systems. Responsibilities include writing Ruby code, developing technical plans and architecture, integrating AWS and infrastructure technologies, shipping frequent production changes, solving customer problems, and mentoring and interviewing engineers. The role involves close collaboration with product managers, designers, researchers, and data analysts, with opportunities to work on messaging, rule matching, deliverability, security, availability, and machine learning capabilities.

Manage and grow an existing EMEA commercial customer portfolio of 50–200-employee businesses. Responsibilities include generating pipeline, driving revenue, securing renewals, forecasting, conducting consultative and value-based sales, leading cross-functional deal teams, and translating AI product capabilities into customer business outcomes. The role requires strong B2B SaaS closing experience, strategic selling, negotiation, communication, AI curiosity, and the ability to build long-term customer relationships.

Own success strategy, adoption, retention, and value realization for strategic enterprise customers using Fin’s AI platform. Build executive relationships, lead QBRs and implementation programs, develop AI automation roadmaps, analyze usage and performance, mitigate risks, support renewals and expansion, translate customer feedback into product improvements, and mentor other customer success managers.

Own strategic customer outcomes for Fin AI Agent deployments, from pitching and solution scoping through configuration, integration, and expansion. Act as the customer-facing AI expert, collaborate with Sales, Success, and R&D, resolve technical and product barriers, and translate deployment insights into roadmap improvements. Build repeatable deployment playbooks and help define the Forward Deployed Product Manager role while driving measurable customer success.

Owns the strategy, design, implementation, and continuous improvement of customer support processes across human and AI support. The role analyzes workflows, builds process roadmaps, tracks KPIs, develops dashboards, drives automation, ensures compliance, and converts customer conversation insights into improvements. It partners cross-functionally with Support, Product, Engineering, Enablement, and Quality teams while leading complex initiatives and maintaining operational effectiveness.

Lead strategic engineering initiatives across backend and frontend systems. Design architecture, deliver scalable and reliable software, assess project risks, and collaborate with product, design, research, and data teams. The role combines hands-on development with technical leadership, mentoring, hiring, and engineering strategy. Principal Engineers also improve technical standards, operational excellence, performance, and reliability across the organization.

Drive scaled customer success by increasing adoption of Fin and Intercom’s AI-powered products. Design scalable engagement strategies, playbooks, automation, and digital content; monitor usage and customer health; identify risks and expansion opportunities; collaborate with Sales, Product, Solutions Engineering, and Education; communicate technical concepts involving APIs and integrations; and provide customer insights to improve products, processes, and training.

Leads Fin’s North American new business sales organization across SMB and Mid-Market segments. Owns regional sales strategy, planning, forecasting, pipeline execution, territory and quota design, hiring, and development of sales managers. Partners cross-functionally with Marketing, Product, RevOps, Sales Engineering, Enablement, and Customer Success to scale efficient sales processes, improve win rates, and deliver new logo and revenue growth.