Why This Job is Featured on The SaaS Jobs
Customer Success Manager, High Touch roles sit at the intersection of product adoption, renewals, and expansion—core levers in subscription SaaS. This listing is notable for its enterprise-facing scope and its emphasis on guiding customers through AI product adoption, reflecting how modern SaaS vendors are increasingly measured on outcomes and change management, not just feature usage. The Dublin-based, on-site context also signals a role anchored in close cross-functional coordination with Sales, Solutions, and Partners.
From a SaaS career perspective, the work builds durable strengths in lifecycle management: establishing success plans, running executive business reviews, and translating platform capabilities into measurable customer impact. Exposure to churn and contraction mitigation, plus “voice of the customer” feedback loops, develops a practitioner who can operate across retention strategy, customer operations, and product influence—experience that travels well across B2B SaaS categories.
This role suits professionals who enjoy structured, proactive customer programs alongside high-stakes stakeholder management, including C-level conversations. It will resonate with candidates who like combining relationship depth with analytical rigor, and who are comfortable becoming a domain expert in a platform while working across multilingual, global customer environments (with French as a key differentiator).
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
What's the opportunity?
Intercom CSMs work with thousands of exciting customers from a variety of industries, in many phases of their business journey to help those customers realize the full value of their Intercom investment. They engage customers to unlock early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long-term growth.
As a CSM, you’ll build relationships and demonstrate an understanding of the Intercom customer journey. You’ll be equipped to guide customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.
You'll use your solution expertise to enable customers to overcome their challenges to implementing and growing our AI products and act as a trusted advisor to the change those customers need to make.
You’ll work with a variety of customer profiles including C-Level contacts, executives, CX and Support leaders, and multi-layered global CX teams to support the successful adoption and expansion of their Intercom solution investment.
What will I be doing?
- Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
- Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary
- Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements
- Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions
- Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages
- Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team
- Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team
- Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our core customers
What skills do I need?
- 5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS or Consumption-based Technology companies experience a benefit
- Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams
- Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
- Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
- Ability to understand and communicate complex problems clearly and concisely to different audiences
- Self-motivating and entrepreneurial team player
- Experience building lasting relationships with customers and colleagues
- Experience setting up and using SaaS Communication Products
- Fluent French
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
- Open vacation policy and flexible holidays so you can take time off when you need it
- 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.
