What's the opportunity?
We’re looking for a strategic and execution-focused leader to oversee the delivery of Intercom’s Professional Services—ensuring our customers successfully adopt and scale our AI solutions. This is a high-impact role that bridges strategy, operations, and delivery across internal teams and external partners. You’ll help shape how customers experience the value of AI from day one and beyond, defining what a “great start” means in this new era.
You’ll lead a talented team of Project Managers and Partner Services Managers, drive excellence in both internal and partner-led implementations, and champion a vision for seamless, outcomes-driven customer onboarding. This is a unique opportunity to influence how companies adopt AI at scale, while helping us evolve our services model to support growth, innovation, and customer satisfaction.
What will I be doing?
- Lead Professional Services Delivery: Own the end-to-end quality of delivery for customer projects, whether led by internal teams or external partners.
- Manage and Develop Delivery Teams: Lead our Project Managers and Partner Services Managers—ensuring they’re aligned, empowered, and delivering results.
- Partner Across the Business: Collaborate closely with Sales and Customer Success to evangelize the value of Professional Services and identify strategic opportunities for engagement
- Drive Cross-Functional Collaboration: Work with subject matter experts and Product leaders to evolve our delivery offerings and maximize impact for customers.
- Define What Success Looks Like: Help shape how we define a successful start with Fin (our AI agent), guiding customers toward measurable value early in their journey.
- Own Key Metrics: Track and improve attach rate, time-to-value, team utilization, partner delivery quality, and customer satisfaction (NPS, CSAT).
- Scale Partner Delivery Excellence: Collaborate with our Partnerships team to grow partner capabilities and introduce scalable enablement programs rooted in Intercom’s methodology.
- Represent Professional Services: Act as a go-to resource for prospects and customers who want to understand how our services accelerate success.
- Drive Operational Rigor: Build and refine scalable processes for project planning, resource allocation, milestone tracking, and risk management.
- Contribute to Strategic Planning: Play a key role in shaping our services forecast, delivery model, and long-term strategy as part of the Professional Services leadership team.
What skills do I need?
- 7+ years in professional services, consulting, or customer success—ideally in SaaS or an AI/ML environment.
- 2+ years of people management experience across delivery or project-based roles.
- Proven success leading hybrid delivery models (internal + partner/outsourced teams).
- Experience with AI/ML products, data-driven implementations, or complex enterprise software.
- Strong operational background with tools like Salesforce, PSA systems (e.g., Mavenlink, Kantata, Rocketlane), and project management platforms.
- A strategic mindset paired with a bias for action, customer empathy, and an ability to scale programs with precision and care.
Bonus skills & attributes
- Experience training on SaaS products or specifically, experience with Intercom
- Experience with AI Agents and / or Large Language Models
- Past experience managing Customer Success, Support, Sales Engineering, Consulting
- Great examples of self started projects with measurable success
- Experience with RESTful API Integrations
Benefits
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
