Customer Success Manager, High Touch at Intercom

Intercom is seeking a Customer Success Manager to help customers maximize the value of their Intercom investment. This role involves building relationships with customers and guiding them through the Intercom customer journey. The Customer Success Manager will work with a variety of customer profiles, including C-Level contacts, executives, and CX and Support leaders.

Intercom is a leading company in AI customer service.

What the role involves:

• Developing trusted advisor relationships with customers at the C-suite and executive level.
• Guiding customers and Intercom account teams to develop customer Success Plans.
• Acting as an expert and advisor on Intercom products and solutions.
• Developing and executing adoption strategies for AI products.
• Reducing churn and contraction through early risk identification and mitigation.
• Providing internal feedback on how Intercom can better serve its core customers.

Requirements:

• 5+ years of relevant experience in customer success, account management, or strategic consulting.
• Experience with SaaS business models and ability to support strategic and complex enterprise customer needs.
• Experience establishing yourself as a trusted advisor with customer partners.
• Experience building Success Plans to ensure goals are aligned.
• Ability to understand and communicate complex problems clearly and concisely.
• 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.
• Lunch every weekday, plus snacks and a fully stocked kitchen.
• Regular compensation reviews.
• Pension scheme & match up to 4%.
• Life assurance and comprehensive health and dental insurance.
• Open vacation policy and flexible holidays.
• Paid maternity and paternity leave.
• Cycle-to-Work Scheme.