Senior Customer Success Manager
IntercomAI & company
Sydney, AustraliaSenior
Bessemer Venture Partners
Index Ventures
ICONIQ Growth
Kleiner Perkins
Google Ventures
Social Capital
Sales & Account Management
About the role
TL;DR
Partner with large customers to succeed in AI-driven customer service.
- •As a Senior CSM, you’ll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service.
- •Key Responsibilities Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
- •Facilitate requirements gathering and process mapping for standard operating procedures; document in clear, precise, and actionable terms.
- •Collaborate with engineers to translate customer requirements into Fin solution designs, guiding the customer on configuration best practices and prompt strategy.
- •Requirements 4 -7 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.
- •Strong technical acumen and passion for AI/agent-building (coding not required).
Required skills
Project Management
Domain expertise
fintech
Benefits & perks
Competitive salary and equity in a fast-growing start-up, Catered lunch every weekday, plus a fully stocked kitchen, Regular compensation reviews, Unlimited access to AI tools; experimentation & building is encouraged & celebrated, Flexible paid time off policy, Healthcare stipend towards private health insurance for you and your partner/spouse, MacBooks are our standard, but we also offer Windows for certain roles when needed