Intercom Expert/Client Success

We are looking for an experienced Client Success professional to work directly with our team for a short-term engagement (approximately 30-60 days) to help improve onboarding, client adoption, retention, and overall customer experience for our SaaS platform. Our platform, MessageSender, helps organizations launch and manage large-scale texting campaigns. As the founder, I've been deeply involved in building the product and am looking for someone who can provide an objective, outside perspective on the client journey. This role is part consultant, part implementation specialist, and part product feedback advisor. ### What You'll Do #### Client Journey & Onboarding Audit - Sign up for and use MessageSender as if you were a new customer - Document confusing workflows, missing instructions, unclear terminology, and onboarding friction points - Identify opportunities to improve customer activation and time-to-value - Create recommendations for improving onboarding and client success processes - Suggest improvements to product messaging, user experience, and customer communications #### Intercom Setup & Optimization - Configure and optimize our Intercom workspace - Build onboarding email sequences and customer lifecycle campaigns - Create in-app messages and onboarding tours - Configure AI chatbot workflows and automation - Set up routing, inboxes, and support workflows - Build and organize our knowledge base/help center - Recommend best practices for support and customer success operations #### Documentation & Success Infrastructure - Create customer-facing onboarding materials - Build support articles and FAQs - Develop onboarding checklists and customer success playbooks - Help establish KPIs and reporting for customer success ### Ideal Experience We're looking for someone who has experience with: - SaaS client success or customer success leadership - Intercom implementation and administration - Customer onboarding optimization - Help center / knowledge base development - Product adoption and retention programs - User experience and customer journey analysis Bonus points for: - B2B SaaS experience - Communications, texting, CRM, or marketing technology platforms - Experience working directly with startup founders ### Deliverables By the end of the engagement, we'd like: - A documented onboarding and client journey audit - A prioritized list of recommended improvements - Fully configured Intercom environment - Knowledge base structure and initial articles - Automated onboarding and customer communication workflows - Recommendations for improving client retention and satisfaction ### To Apply Please include: 1. A brief overview of your client success experience 2. Examples of SaaS onboarding or customer success projects you've worked on 3. Your experience with Intercom 4. How you would approach evaluating a product you've never used before 5. Your hourly rate and estimated availability We are looking for someone who can start immediately and work collaboratively with our founder and team.