Senior Program Manager, Digital Customer Success

Who you are

You have a strong background in program management, ideally with experience in customer success or digital transformation. You are highly strategic and creative, capable of shaping and executing comprehensive customer success strategies that drive meaningful outcomes. Your ability to collaborate closely with cross-functional partners across Education, Product, Marketing, and Customer Success is essential to build a cohesive and value-driven journey for customers. You understand the importance of delivering exceptional customer experiences and are passionate about leveraging technology to enhance these interactions.

You possess excellent communication skills, allowing you to articulate complex ideas clearly and effectively to diverse audiences. Your analytical mindset enables you to assess customer needs and outcomes, ensuring that the programs you manage are aligned with business objectives. You thrive in a fast-paced environment and are comfortable navigating ambiguity while maintaining a focus on delivering results. You are also committed to continuous improvement and are always looking for ways to enhance processes and outcomes.

Desirable

Experience in AI or customer service technology is a plus, as is familiarity with customer success metrics and frameworks. A background in working with global teams and understanding diverse customer needs will further enhance your ability to succeed in this role.

What you'll do

As the Senior Program Manager for Digital Customer Success at Intercom, you will be responsible for shaping and executing the company's digital-first customer success strategy. You will own programs that drive meaningful customer outcomes and exceptional experiences at scale. Your role will involve collaborating closely with cross-functional partners to ensure that the customer journey is cohesive, intuitive, and value-driven. You will analyze customer feedback and success metrics to continuously refine and improve the customer experience.

You will lead initiatives that enhance customer engagement and adoption of Intercom's products, ensuring that customers realize the full value of their investment. Your strategic insights will guide the development of educational resources and support materials that empower customers to succeed. You will also work on scaling customer success programs to accommodate the growing customer base, ensuring that all customers receive the support they need to thrive.

In addition, you will be responsible for tracking the effectiveness of customer success initiatives and reporting on key performance indicators to stakeholders. Your insights will help shape future strategies and inform product development, ensuring that Intercom continues to meet the evolving needs of its customers.

What we offer

Intercom offers a dynamic work environment where innovation and collaboration are at the forefront. You will have the opportunity to work with a talented team dedicated to transforming customer experiences through AI technology. The company values diversity and encourages applications from individuals with varied backgrounds and experiences. You will also benefit from a competitive compensation package and opportunities for professional growth within the organization.