What's the opportunity?
At Intercom, we’re on a mission to make internet business personal. Our AI-first customer service platform is changing the standard for how businesses support their customers—making it faster, smarter, and more human. Our Scaled and Strategic Solutions team plays a key role in that mission by helping businesses unlock long-term value from Intercom’s products.
As the Senior Program Manager - Fin Champions, you’ll lead the strategy and execution of our global Fin customer programs, leading Fin advisory boards, advocates, leadership roundtables and more with our champions. Your work will focus on building a best-in-class AI agent executive community, crafting in-person and virtual programming that supports our most strategic customers in their roles as pioneers within their organization and drives their career growth and AI expertise through exclusive live facilitated educational and thought leadership events, rich discussions, roundtables, advisory opportunities, recognition programs and more.
This role is an opportunity to work cross-functionally across Customer Success, Marketing, Sales, and Product, to create executive-level customer experiences. If you’re deeply customer-centric, passionate about building for industry leaders and helping our most innovative customers chart the future of AI agents in the enterprise, this role is for you.
What will I be doing?
- Lead the vision, design, execution and measurement of Intercom’s global Fin Champions, with a portfolio including customer advisory boards, Fin champions, regional roundtables, and more.
- Partner with customer success, sales and executive leaders at Intercom to identify, attract, onboard, nurture and grow our Fin Champions network.
- Craft high-value experiences for key customer audiences, driving a mix of in-person and virtual events, workshops, peer-to-peer learning, and other live facilitated programming with industry experts, educators and thought leaders.
- Partner with our education team to craft cutting edge AI curriculum delivered via engaging modalities to drive professional growth and business outcomes for our Fin champions.
- Celebrate our champions’ achievements - spotlighting their stories, showcasing their work and amplifying their voices along the way.
- Engage our Fin champions with early product previews, research opportunities and clear feedback loops straight to our R&D research teams and internal leadership to help shape the future of Intercom.
- Run all community events logistics, being scrappy and hands-on where needed, and leveraging cross-functional partners, vendors and contractors where/as appropriate.
- Own and/or integrate with a community tech stack and manage outreach campaigns in partnership with marketing.
- Measure program health, champion engagement, and impact on business KPIs and customer outcomes.
What skills do I need?
- 5+ years of experience building enterprise community programs like champions, executive advisory boards, and similar from the ground up—ideally focused on the Director+ audience in a B2B SaaS environment.
- Strong in-person and virtual facilitation skills.
- Strong project and program management skills—you’re organized, proactive, outcomes-driven and have proven experience managing senior stakeholders and executives.
- Exceptional written and verbal communication—you can move between strategy decks, community forum posts and customer comms with ease.
- Strong data orientation and a curiosity to learn from others and evolve programs continuously.
- A passion for connection—you love bringing people together, creating value, and helping others grow.
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
