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Intercom is seeking a Customer Success Manager to help customers realize the full value of their Intercom investment. The Customer Success Manager will work with a variety of customers from different industries and business phases.
In this role, the Customer Success Manager builds relationships and demonstrates an understanding of the Intercom customer journey. He/ She will guide customers, delivering value realization through proactive engagement and best practices. The Customer Success Manager uses his/her expertise to enable customers to overcome challenges and acts as a trusted advisor. They will work with C-Level contacts, executives, CX and Support leaders, and multi-layered global CX teams.
What this role involves:
- Developing trusted advisor relationships with customers.
- Guiding customers and Intercom account teams to develop Success Plans.
- Acting as an expert and advisor on Intercom products and solutions.
- Developing and executing adoption strategies.
- Reducing churn and contraction through early risk identification.
- Being a customer support industry and AI thought leader.
- Providing internal feedback on how Intercom can better serve customers.
Requirements for this role:
- 5+ years of relevant experience in customer success, account management, or strategic consulting.
- Experience with SaaS or Consumption-based Technology companies.
- Experience with SaaS business models and ability to support strategic customer needs.
- Experience establishing yourself as a trusted advisor with customer partners.
- Experience using Success Plans to ensure goals are aligned.
- Ability to understand and communicate complex problems clearly.
- Self-motivating and entrepreneurial team player.
- Experience building lasting relationships with customers and colleagues.
- Experience setting up and using SaaS Communication Products.
Intercom offers:
- Competitive salary and equity
- Catered lunch every weekday and a fully stocked kitchen
- Regular compensation reviews
- Flexible paid time off policy
- Healthcare stipend towards private health insurance
Intercom
Intercom provides a customer communication platform with the goal of enabling businesses to deliver exceptional customer experiences online. It serves over 25,000 businesses, offering tools for customer service and support team efficiency. Intercom is focused on AI-powered customer service, featuring Fin by Intercom, and Helpdesk by Intercom. Driven by core values of innovation and customer value, Intercom aims to lead the AI revolution in customer service. The platform facilitates millions of messages monthly between businesses and their customers.