Customer Success Manager (Scale) at Intercom

Intercom is seeking a Scaled Customer Success Manager to join their global Success Management organization. This role involves working with a variety of customers, serving as their expert point of contact for product and usage-related inquiries. The Scaled Customer Success Manager will help customers implement Intercom's suite of tools to address their most pressing business challenges.

The role is uniquely positioned to design and implement new processes as the team expands, aiming to deliver more value to a broader range of customers. This position is ideal for someone who wants to be part of an innovative team that collaborates with Intercom customers across various segments and industries.

Responsibilities:

• Engaging customers to drive deep product adoption.
• Leveraging technology to achieve positive outcomes for customers.
• Developing, testing, and refining scalable playbooks and engagement strategies.
• Leading implementation projects with customers.
• Partnering with Sales to ensure the best possible customer experience.
• Influencing the direction of Scaled Customer Success at Intercom.
• Acting as a customer advocate within R&D.

Requirements:

• 2+ years of experience in a customer-facing role.
• A proven track record of adding value in a dynamic, fast-growing company.
• Ability to communicate complex issues clearly and concisely to diverse audiences.
• Self-motivation and entrepreneurial spirit as a team player.
• Strong interest in designing, developing, and delivering customer content.
• Experience building lasting relationships with customers and colleagues.
• Experience setting up and using SaaS products.

Intercom offers:

• Competitive salary and equity in a fast-growing start-up
• Catered lunch every weekday, plus a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Flexible paid time off policy
• Healthcare stipend towards private health insurance