Intercom · 1 day ago
Senior Program Manager, Digital Customer Success
Chicago, IL
Full-time
Hybrid
Senior Level, Lead/Staff
$138K/yr - $164K/yr
8+ years expIntercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. The Senior Program Manager, Digital Customer Success will shape, plan, and execute Intercom’s digital-first Customer Success strategy, collaborating with cross-functional partners to enhance customer engagement and retention.
CRMMarketing AutomationSaaSSales Automation
Responsibilities
You’ll be responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals. We have a quarterly team GRR and product adoption targets
You will be responsible for inspecting the segment, identifying/evaluating trends, proposing and building out solutions, all with the goal of influencing customer retention and product adoption
You’ll leverage our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes
You’ll leverage data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion
Gain a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction
Collaborate and align cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc
Collaborate with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience
Work with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business
Inform our Customer Education Content roadmap and collaborate with our learning experience designers to create new content for customers
Collaborate with our other key programs such as voice of customer, enterprise community, and scale community
Measure and report on program performance and business impact at regular intervals (Monthly all hands, QBRs, H1/2 reviews)
Qualification
Required
8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
Experience working with GTM field teams and designing 'signals'/escalation points for low touch or high touch human engagement
Ability to run complex, simultaneous, cross-functional initiatives
Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
Strong analytical and program management skills with an aptitude for working with data
Expertise identifying trends through data analysis and turning insights into actionable outcomes
Experience with Tableau, Looker, Power BI
Excellent change management and communication skills (verbal and written)
Ability to communicate at all levels, escalate program issues, and mitigate risks
Strong interpersonal skills and experience building deep cross-functional relationships (Ops, Marketing, Product, etc.)
Excellent time management, organizational, and planning skills
Benefits
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!
Company
Intercom
Intercom is a software company that creates modern customer service software that redefines how businesses support their customers.
1001-5000 employees
H1B Sponsorship
Intercom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (8)
2023 (4)
2022 (5)
2021 (5)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$240.75MKey Investors
Kleiner PerkinsIndex VenturesICONIQ Growth
2018-03-27Series D· $125M
2016-04-07Series C· $50M
2015-08-26Series C· $35M
Leadership Team
Eoghan McCabe
CEO, chairman, and co-founder
Ciaran Lee
Co-Founder
Recent News
2025-10-31
Company data provided by crunchbase