Senior Customer Advocacy Manager - Strategic Stories

Intercom • Chicago, Illinois • 4d ago

What's the opportunity?

We’re looking for a senior storyteller to lead our most strategic customer narratives and bring them to life in innovative, high-impact ways.

This is a relationship-led, end-to-end production role focused on building trusted partnerships with top customers and helping the world see what’s possible through their success. You’ll work closely with Sales, Success, and our EMEA-based Advocacy team to identify standout logos, unlock co-marketing opportunities, and shape stories that build credibility, influence, and demand.

Customer evidence is central to how we build trust in a new category. In a fast-moving AI market, our best proof is our customers, and your job is to make sure their stories are seen, heard, and believed.

You’ll need to be a natural storyteller who can spot a powerful arc and shape it into formats that resonate, from story slides to video scripts. But you’ll also be a hands-on operator: managing relationships, navigating approvals, and ensuring each story gets shared where it matters most.

You’ll bring an AI-first mindset to how you work, using automation and AI tools to scale smarter, move faster, and spend more time on the work that truly needs your judgment and craft.

If you’re excited to lead flagship stories end-to-end and you’re not afraid to chase approvals, push creative boundaries, and get on a plane to make it happen – we’d love to meet you.

What will I be doing?

This role is high-impact, high-visibility, and highly collaborative. You’ll:

Build trusted relationships with Intercom’s most successful customers to unlock public storytelling.
Lead end-to-end development of enterprise stories — from interviews and approvals to final content delivery (written, video, visual, co-marketing, etc.)
Navigate complex legal/comms/exec approvals with tact and persistence.
Partner with Sales, PMM, and Product to align stories with strategic launches and initiatives
Define and run custom GTM plans for each major story — ensuring distribution across: Web & social, sales enablement, Press/PR and Internal comms.
Embrace automation and GenAI tools to accelerate story discovery, quote extraction, drafting, and formatting.
Maintain our standards for clarity and craft. Help raise the bar on how we talk about our customers and our product.
Actively contribute to Intercom’s mindshare goals by making sure every high-impact story is seen and has measurable impact.

What skills do I need?

You’re a natural storyteller with sharp instincts for what makes a narrative credible, emotional, and contagious.
You’re a clear, persuasive writer with experience in copywriting, messaging, or narrative design.
You’re fluent in the tools of modern marketing, you know how to move fast with AI, no-code tools, CRM, and creative briefs.
You have experience building trust with customers and can navigate both internal and external stakeholders with grace and grit.
You’re a systems thinker, able to design and optimize repeatable processes that scale.
You’re strategic about distribution and understand how to tailor content for multiple surfaces and audiences across paid, earned, and owned.
You’re collaborative but autonomous, you don’t wait for permission to start, and you’re proud to put your name to your work.
You don’t get stuck in perfectionism, you know when good is good enough, and how to prioritize speed, clarity, and impact.