Why This Job is Featured on The SaaS Jobs
Digital Customer Success has become a defining motion for SaaS companies that need to serve a growing customer base without relying exclusively on high touch coverage. This Senior Program Manager role sits at that intersection, focused on building a digital first success experience that is measurable and repeatable. The remit spans the full lifecycle, from onboarding signals to in product engagement and education, reflecting how modern SaaS teams blend product led mechanics with Customer Success outcomes.
From a career standpoint, the work builds durable SaaS operating skills: translating retention and adoption goals into programs, using data to identify friction points, and designing multi channel journeys across email, in product, webinars, and community surfaces. The cross functional collaboration with Product, Marketing, Education, and Success mirrors how scaled growth is increasingly executed in SaaS, making the experience portable across companies with segmented customer models and GRR accountability.
This position is best suited to professionals who enjoy program ownership, measurement discipline, and stakeholder alignment across multiple teams. It also fits someone comfortable moving between strategy and execution, and who wants to specialize further in scaled CS motions, customer lifecycle design, and signal based engagement systems.
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?
The Senior Program Manager, Digital Customer Success will join our rapidly growing global team to help Intercom deliver a fully digital, scalable, and customer-centric success experience. In this role, you will shape, plan, and execute Intercom’s digital-first Customer Success strategy—owning programs that drive meaningful customer outcomes and exceptional experiences at scale.
You’ll collaborate closely with cross-functional partners across Education, Product, Marketing, and Customer Success to build a cohesive, intuitive, and value-driven journey for our expanding customer base. Your work will directly influence how customers adopt, grow with, and realize value from Intercom.
This role is ideal for someone who is highly strategic, creative, collaborative, and action-oriented. As a key contributor to Intercom’s future digital ecosystem, you will help transform how we engage with customers and elevate the impact of Customer Success across the organization.
What will I be doing?
- You’ll be responsible for the success and retention of our Digital segment of customers - tracking towards GRR and other product adoption goals. We have a quarterly team GRR and product adoption targets.
- You will be responsible for inspecting the segment, identifying/evaluating trends, proposing and building out solutions, all with the goal of influencing customer retention and product adoption.
- You’ll leverage our tech stack & data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive towards their desired business outcomes.
- You’ll leverage data and customer research insights to identify and build “signals”/key points of friction or opportunity where it would be valuable to have an entry point to a low touch or high touch motion.
- Gain a deep understanding of our customers using research, interviews and data analysis to improve their experience and remove points of friction.
- Collaborate and align cross-functionally to develop innovative and creative ways of engaging with our customers across multiple channels and surfaces - email, in-product, webinars, Academy, community, etc.
- Collaborate with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience.
- Work with our Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business.
- Inform our Customer Education Content roadmap and collaborate with our learning experience designers to create new content for customers.
- Collaborate with our other key programs such as voice of customer, enterprise community, and scale community.
- Measure and report on program performance and business impact at regular intervals (Monthly all hands, QBRs, H1/2 reviews).
What skills do I need?
- 8+ years of experience in Customer Experience, Customer Success, Success/Sales/ Market Ops, or Support in B2B SaaS companies
- 3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering, or paid support
- 3+ years of experience building digital first, multi-channel customer engagement programs with a proven track record of improved activations, adoption and customer retention
- Experience working with GTM field teams and designing “signals”/escalation points for low touch or high touch human engagement
- Ability to run complex, simultaneous, cross-functional initiatives
- Ability to convert a futuristic vision into strategically executable projects and tactical action plans with measurable results
- Experience leveraging customer and user engagement platforms like (Intercom, CSPs, Pendo, Groove, Marketo, etc.)
- Strong analytical and program management skills with an aptitude for working with data.
- Expertise identifying trends through data analysis and turning insights into actionable outcomes.
- Experience with Tableau, Looker, Power BI
- Excellent change management and communication skills (verbal and written)
- Ability to communicate at all levels, escalate program issues, and mitigate risks.
- Strong interpersonal skills and experience building deep cross-functional relationships (Ops, Marketing, Product, etc.)
- Excellent time management, organizational, and planning skills
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 meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the San Francisco Bay Area is $153,000 - $182,750. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
