Strategic Customer Success Manager, High Touch at Intercom

Intercom is seeking a Strategic Customer Success Manager to work with its largest customers and help them realize the full potential of their Intercom investment. The Strategic CSM will build strong relationships with customers, lead them through their Intercom journey, and guide them over hurdles by delivering proactive customer engagement and best practices.

The position is located in Dublin, Ireland.

What will this role involve:

• Developing trusted advisor relationships with high-value customers.
• Guiding customers and the Intercom account team to develop customer success plans.
• Driving customer's adoption of Intercom products and solutions.
• Developing and executing adoption strategies for AI products.
• Reducing churn and identifying growth opportunities.
• 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.
• Experience establishing trusted advisor relationships.
• Ability to understand and communicate complex problems.
• Self-motivated and entrepreneurial team player.
• Experience building lasting relationships with customers and colleagues.

What role offers:

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