Customer Success Operations Manager - Scaled

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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 an analytical and experienced Solutions Operations Manager to join our Revenue Operations department, supporting our growing Scaled Customer Experience organization. Our mission in RevOps is to empower Intercom’s go-to-market teams with the systems, insights, and strategies that drive predictable revenue growth and exceptional customer experiences.

In this role, you’ll be a pivotal strategic and operational partner to Scaled Customer Experience leadership - which encompasses Scaled Customer Success, Customer Education, Digital Customer Success, and other strategic programs.  You will bring clarity, structure, and data-driven insight to how these teams plan, deliver, and scale. The work you do will directly shape how we operate across the customer lifecycle, helping Intercom grow efficiently while delivering meaningful value to customers.

What will I be doing?

• Design, refine, and manage scalable processes that improve how our Scaled teams plan, deliver, and measure impact.
• Build data-driven frameworks and dashboards that bring visibility to performance, forecasting, risk identification, and business outcomes - including metrics that quantify customers’ Fin performance (our AI Customer Support Agent), and customer retention.
• Quantify the impact of scaled programs (e.g., webinars, academies, in-product education) by tracking adoption, engagement, and their effect on Fin performance and commercial outcomes.
• Partner with the Scaled, Digital and Voice of Customer (VOC) teams to ensure program execution and reporting are tied to key targets.
• Analyze trends and surface insights that influence strategic decisions and operational priorities.
• Partner with cross-functional teams (Sales, Analytics, Finance, RevOps) to align strategy, goals, and execution.
• Own and continuously improve operational systems and tools - such as Vitally, Salesforce, and our internal VOC tooling - that power day-to-day execution.
• Serve as a trusted advisor, providing clear points of view, recommendations, and structure in a fast-changing environment.

What skills do I need?

• Bachelor’s Degree.
• 5+ years of experience in Solutions Operations, ideally directly supporting Scaled & Digital teams within a high-growth SaaS or AI company.
• Salesforce Skills: Reporting, dashboards, data integrity, user administration, etc.
• Tableau knowledge: Experience providing business requirements for dashboards.
• Customer Success Platform Experience: Vitally or similar.
• Advanced Data Modeling & Analytics: Expert Excel/Google Sheets; translate complex data into actionable insights.
• Strong Project Management: Manage multiple projects from scope to delivery; organized & detail-oriented.
• Clear Communication: Concise written/verbal skills; adept at presenting insights to leadership.
• Strategic Business Acumen: Translate solutions strategy into operational plans; proactive problem-solver.

Bonus skills & attributes

• Experience using Gong, SQL.

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 $128,700 - $153,725. 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).

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.