Customer Success Manager

• Stand up Intercom the right way: inboxes, assignment rules, SLAs/office hours, tags, macros/saved replies, surveys/CSAT, Messenger, and forms.
• Onboarding that works: build Product Tours and Checklists (no-code), segment audiences, set triggers, measure completion—and keep improving.
• Help Center: create and maintain a clear, searchable knowledge base with friendly, skimmable articles.
• Delightful support: handle conversations with warmth and clarity; turn problems into progress and advocacy.
• Quality & feedback loops: write tone guides, coach reply quality, track common issues, and propose small product/content fixes that reduce repeat questions.
• Metrics you own: first-response time, time-to-resolution, CSAT, self-serve solves (deflection), tour/checklist completion.

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