Strategic Customer Success Manager, High Touch

Job Description

Intercom is seeking a Strategic Customer Success Manager to work with its largest and most complex customers, helping them realize the full value of their Intercom investment and transform their approach to customer service. This role involves building strong relationships with key customers and guiding them through their Intercom journey.Company: IntercomRole involves:

• Developing trusted advisor relationships with high-value customers.
• Guiding customers and the Intercom account team in developing Success Plans.
• Acting as an expert and advisor on Intercom products and solutions.
• Engaging with customers to drive product adoption and success.
• Reducing churn and identifying growth opportunities.
• Providing internal feedback as the Voice of the Customer.

Requirements:

• 8+ years of relevant experience in customer success, account management, or strategic consulting.
• Experience with SaaS business models and strategic enterprise customer needs.
• Ability to establish oneself as a trusted advisor.
• Experience using Success Plans.
• Ability to communicate complex problems clearly.
• Self-motivated and entrepreneurial team player.
• Experience building lasting relationships.

Role offers:

• Competitive salary and equity.
• Lunch every weekday, snacks, and a fully stocked kitchen.
• Regular compensation reviews.
• Pension scheme with up to 4% match.
• Life assurance, health, and dental insurance.
• Flexible paid time off.
• Paid maternity and paternity leave.
• Cycle-to-Work Scheme.
• MacBook (standard) or Windows (for certain roles).

Intercom has a hybrid working policy, expecting employees to be in the office at least two days per week.