Strategic Customer Success Manager, High Touch

Intercom is seeking a Strategic Customer Success Manager to work with their largest customers, helping them realize the full value of their Intercom investment. The Strategic CSM will build strong relationships with customers, guiding them through their Intercom journey and delivering value through proactive engagement and best practices. They will use their expertise to enable customers to overcome challenges and act as a trusted advisor.

What this role involves:

• Developing trusted advisor relationships with high-value customers.
• Guiding customers and the Intercom account team in developing Success Plans.
• Maintaining expertise in Intercom products and solutions.
• Engaging with customers to drive product adoption and success.
• Developing and executing adoption strategies for AI products.
• Reducing churn through early risk identification and mitigation.
• Identifying growth opportunities for Intercom’s AI products.
• Being a customer support industry and AI thought leader.
• Providing internal feedback on how Intercom can better serve Strategic customers.

Requirements:

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

Intercom offers:

• Competitive salary and equity.
• Lunch every weekday, plus snacks and a fully stocked kitchen.
• Regular compensation reviews.
• Pension scheme with match up to 4%.
• Life assurance, health and dental insurance.
• Flexible paid time off policy.
• Paid maternity and paternity leave.
• Cycle-to-Work Scheme.