Principal Customer Success Manager, Enterprise
IntercomAI & company
London, EnglandSenior
Bessemer Venture Partners
Index Ventures
ICONIQ Growth
Kleiner Perkins
Google Ventures
Social Capital
Sales & Account Management
About the role
TL;DR
Transform enterprise customer support using AI and achieve strategic outcomes.
- •Partner with enterprise customers to transform their customer support using AI.
- •Guide them through AI Agent transformation and achieve strategic outcomes.
- •Key Responsibilities Develop trusted advisor relationships with customers.
- •Facilitate requirements gathering and process mapping.
- •Act as a transformation architect influencing customer strategy.
- •Collaborate with engineers to translate customer requirements into solution designs.
- •Monitor Fin usage patterns to identify risks and uncover expansion opportunities.
- •Requirements 8+ years of customer-facing experience in management consulting, strategy, advisory, or enterprise SaaS CSM roles.
- •Experience with business process mapping, requirements analysis, and solution design at enterprise scale.
- •Strong technical acumen and passion for AI.
- •Ability to evaluate AI performance data and translate metrics into compelling business outcomes.
- •Strong commercial instincts and ability to simplify and communicate complex problems.
Required skills
Customer Success
Domain expertise
fintech
Benefits & perks
Competitive salary and equity in a fast-growing start-up, Lunch served every weekday, Regular compensation reviews, Unlimited access to AI tools, Pension scheme, Health and dental insurance, Paid maternity and paternity leave, Open vacation policy, Cycle-to-Work Scheme, MacBooks or Windows for certain roles