Senior Program Manager, Enterprise Community

Senior Program Manager, Fin Champions at IntercomOverview

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin delivers always-on, high-quality customer service and can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI-enhanced support for complex queries that require a human agent. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses. We push boundaries, build with speed, and deliver value to our customers as part of our core values.What will I be doing?

Lead the vision, design, execution and measurement of Intercom’s global Fin Champions, including customer advisory boards, Fin champions, regional roundtables, and more.Partner with customer success, sales and executive leaders to identify, attract, onboard, nurture and grow the Fin Champions network.Craft high-value experiences for key customer audiences, delivering in-person and virtual events, workshops, peer-to-peer learning, and other live facilitated programming with industry experts and thought leaders.Partner with the education team to craft cutting-edge AI curriculum delivered via engaging modalities to drive professional growth and business outcomes for Fin champions.Celebrate champions’ achievements by spotlighting their stories, showcasing their work and amplifying their voices.Engage Fin champions with early product previews, research opportunities and clear feedback loops to RandD and internal leadership to shape Intercom’s future.Manage all community events logistics, be hands-on when needed, and collaborate with cross-functional partners, vendors and contractors as appropriate.Own and/or integrate with a community tech stack and manage outreach campaigns in partnership with marketing.Measure program health, champion engagement, and impact on business KPIs and customer outcomes.What skills do I need?

5+ years of experience building enterprise community programs (e.g., champions, executive advisory boards) from the ground up—ideally for the Director+ audience in a B2B SaaS environment.Strong in-person and virtual facilitation skills.Strong project and program management skills—organized, proactive, outcomes-driven, with experience managing senior stakeholders and executives.Exceptional written and verbal communication—ability to move between strategy decks, forum posts and customer communications with ease.Strong data orientation and a curiosity to learn from others and evolve programs continuously.A passion for connection—enjoy bringing people together, creating value, and helping others grow.Benefits

Competitive salary and equity in a fast-growing start-upLunch provided Monday to Friday, snacks, and a fully stocked kitchenRegular compensation reviewsPension scheme with up to 4% matchComprehensive health and dental insurance for you and your dependentsFlexible paid time off policyPaid maternity leave and six weeks paternity leaveCycle-to-Work Scheme with secure bike storageMacBooks standard; Windows available for certain rolesPolicies

Intercom has a hybrid working policy. We expect employees to be in the office at least three days per week. We are committed to an open and inclusive culture, focusing on core values and a respectful environment. Intercom is an Equal Employment Opportunity employer and does not discriminate on the basis of race, color, religion, creed, national origin, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally protected characteristic.Is this role not quite what you’re looking for? Join our Talent Community to stay connected with ..... full job details .....