Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

WHAT’S THE OPPORTUNITY?

We’re looking for a strategic and execution-focused leader to oversee the delivery of Intercom’s Professional Services—ensuring our customers successfully adopt and scale our AI solutions. This is a high-impact role that bridges strategy, operations, and delivery across internal teams and external partners. You’ll help shape how customers experience the value of AI from day one and beyond, defining what a “great start” means in this new era.
You’ll lead a talented team of Project Managers and Partner Services Managers, drive excellence in both internal and partner-led implementations, and champion a vision for seamless, outcomes-driven customer onboarding. This is a unique opportunity to influence how companies adopt AI at scale, while helping us evolve our services model to support growth, innovation, and customer satisfaction.

WHAT SKILLS DO I NEED?

• 7+ years in professional services, consulting, or customer success—ideally in SaaS or an AI/ML environment.
• 2+ years of people management experience across delivery or project-based roles.
• Proven success leading hybrid delivery models (internal + partner/outsourced teams).
• Experience with AI/ML products, data-driven implementations, or complex enterprise software.
• Strong operational background with tools like Salesforce, PSA systems (e.g., Mavenlink, Kantata, Rocketlane), and project management platforms.
• A strategic mindset paired with a bias for action, customer empathy, and an ability to scale programs with precision and care.

BONUS SKILLS & ATTRIBUTES

• Experience training on SaaS products or specifically, experience with Intercom
• Experience with AI Agents and / or Large Language Models
• Past experience managing Customer Success, Support, Sales Engineering, Consulting
• Great examples of self started projects with measurable success
• Experience with RESTful API Integrations

Please refer the Job description for details