Why This Job is Featured on The SaaS Jobs
This Senior AI Deployment Consultant role sits in a core SaaS function where product capability becomes measurable customer outcomes. It is rooted in enterprise-grade implementation work for an AI-enabled customer service platform, with responsibility spanning deployment strategy, configuration, and stakeholder alignment. In today’s SaaS landscape, that blend matters because adoption of AI features often hinges as much on operational design and change management as on the underlying model.
For a SaaS career, the role builds durable experience in translating ambiguous requirements into scoped programs, then proving value through instrumentation. The emphasis on metrics such as time-to-value, automation rates, and customer satisfaction reflects how modern SaaS teams run implementations as outcome-driven engagements rather than one-off projects. It also offers repeated exposure to integrations, data readiness, and security reviews, all transferable to implementation, solutions, and post-sales leadership tracks across SaaS.
This position will suit professionals who enjoy owning complex delivery plans while staying close to product configuration details. It aligns with someone comfortable operating between executives and technical teams, and who prefers structured problem solving over purely advisory work. It is particularly relevant for those who want their SaaS expertise to compound at the intersection of AI, customer operations, and platform delivery.
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?
It’s an exciting time at Intercom — especially within our Deployment Services team. We’re helping some of the world’s most innovative companies transform how they support their customers through AI-powered customer service.
As a Senior AI Deployment Consultant, you’ll lead our largest and most complex customer deployments, combining world-class project management with hands-on technical configuration of Intercom’s platform — including our agent Fin. You’ll be the trusted advisor who ensures our customers achieve value quickly and at scale, guiding them not only to do the foundations, but set a direction on how they measure their impact with AI.
You’ll partner with a dedicated team of engineers for complex technical work while managing the overall project strategy, timeline, and delivery. This is a perfect role for someone who thrives at the intersection of technology, customer success, and execution excellence.
What will I be doing?
- Lead end-to-end deployment programs for our largest customers, ensuring successful and timely implementation to Intercom and Fin.
- Define project scope, success criteria, and timelines that align with each customer’s unique goals and support model.
- Act as the primary point of contact for customers throughout implementation, managing communication, alignment, and expectations.
- Partner cross-functionally with Sales, Customer Success, Engineering, and Product teams to design tailored deployment strategies and deliver measurable outcomes.
- Facilitate discovery sessions to understand complex customer requirements and translate them into actionable technical and project plans.
- Perform hands-on configuration of Intercom features — including automation, workflows, technical procedures and reporting — supported by our Forward Deployed Engineers for advanced integrations.
- Coordinate technical readiness activities, including integrations, data migrations, and security reviews.
- Track key metrics on both the customer and Intercom side such as time-to-value, automation rates, and customer satisfaction, taking proactive steps to ensure successful outcomes.
- Collaborate with our Product and R&D teams to surface feedback, identify improvements, and help shape future innovations.
- Contribute to the evolution of our Deployment Services methodology, templates, and best practices.
What skills do I need?
- 6+ years of experience in customer-facing implementation, deployment, or professional services roles, ideally within SaaS or AI technology companies
- Proven success managing large, complex projects with multiple stakeholders and workstreams.
- Strong technical aptitude — comfortable configuring software platforms and discussing integrations, APIs, and data flows.
- Excellent project management skills with a structured, proactive, and detail-oriented approach.
- Exceptional communication and relationship-building skills, capable of influencing both executives and technical stakeholders.
- Experience implementing or configuring platforms like Intercom, Zendesk, Salesforce, or similar customer experience tools is a plus.
- Analytical mindset with strong problem-solving, prioritisation, and decision-making skills.
- Adaptability and resilience in a fast-paced, changing environment.
- Passion for technology, AI, and helping customers succeed.
How will I be measured?
- Automation Rate - Are you driving your customers to achieve high adoption of Fin?
- Customer Satisfaction - Do customers receive a delightful and thorough experience as they begin their journey with Fin?
- Timeliness — Are your projects on-schedule against the dedicated timelines?
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!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- 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.
#LI-Hybrid
