Manager, Customer Success at Intercom

Intercom is seeking a Manager, Customer Success to lead its EMEA High-Touch Customer Success team in Dublin, Ireland. The company aims to help customers provide incredible online customer experiences through its platform. The Manager will be responsible for hiring and developing a team of Customer Success Managers (CSMs) who will act as trusted advisors to customers, fostering long-term partnerships and driving revenue expansion and retention.

The role involves:

• Hiring, managing, and developing the EMEA High-Touch Customer Success team.
• Fostering a culture of continuous learning, accountability, and excellence.
• Motivating the team to build trusted customer relationships and deliver value.
• Owning customer relationships and serving as an escalation point.
• Influencing cross-functional partners to ensure positive customer outcomes.
• Representing and advocating for customer needs.
• Forecasting, tracking, and reporting on KPIs related to growth and retention.
• Leveraging data insights to optimize team performance.
• Identifying innovative ways to drive customer success.

Requirements include:

• 2+ years of leadership experience in Customer Success, Account Management, or a related field.
• 5+ years of experience as a CSM, Account Manager, or related role at a B2B technology company.
• Demonstrated success in driving revenue growth and achieving targets.
• Exceptional relationship-building and communication skills.
• Ability to identify, analyze, and solve complex problems.
• Ability to handle competing priorities in a fast-paced environment.
• High energy and comfort with ambiguity.
• Ability to identify bottlenecks and implement scalable solutions.

Intercom offers:

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