Overview
Join to apply for the Customer Success Manager, High Touch role at Intercom.
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin enables always-on, excellent customer service and can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI‑enhanced support for complex or high‑touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the new standard for customer service. Driven by our core values, we push boundaries, move with speed, and deliver value to our customers.
What’s the opportunity?
Intercom CSMs work with thousands of customers across industries to help them realize the full value of their Intercom investment. You’ll guide customers toward early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long‑term growth. As a CSM, you’ll build relationships and guide customers through their journey, delivering value realization through proactive and programmatic customer engagement and best practices. You’ll use your solution expertise to enable customers to overcome challenges implementing and growing our AI products and act as a trusted advisor to the changes those customers need to make. You’ll work with a variety of customer profiles including C-suite executives and multi-layered global CX teams to support successful adoption and expansion of their Intercom solution investment.
Responsibilities
- Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value throughout their lifecycle.
- Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop Customer Success Plans, including QBRs, Executive Business Reviews, strategic planning sessions, and churn mitigation plans when necessary.
- Be an expert and advisor, maintaining deep knowledge of Intercom products and solutions to drive adoption of the most relevant features for each customer’s needs.
- Engage with customers to unlock early and sustained product adoption and success with Intercom solutions.
- Develop and execute adoption strategies targeting high-value accounts for our AI products, driving change management and ensuring fulfillment of Intercom packages.
- Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team.
- Be a customer success thought leader, sharing insights with customers and scaling those insights to benefit the Solutions team.
- Act as the Voice of the Customer by providing internal feedback to help Intercom better serve core customers.
Qualifications
- 5+ years of relevant work experience in customer-facing roles (customer success, account management, or strategic consulting). SaaS or consumption-based tech experience is beneficial.
- Experience with SaaS business models and supporting strategic and complex enterprise customer needs across global teams to realize value.
- Proven ability to establish trust and become a trusted advisor with customer partners.
- Experience using Success Plans to align goals with business strategy and define success metrics.
- Ability to understand and communicate complex problems clearly to different audiences.
- Self-motivated, entrepreneurial team player.
- Experience building lasting relationships with customers and colleagues.
- Experience setting up and using SaaS communication products.
Benefits
- Competitive salary and equity in a fast-growing startup
- Lunch provided on weekdays, plus snacks and a fully stocked kitchen
- Regular compensation reviews
- Pension scheme with up to 4% match
- Comprehensive health and dental insurance for you and your dependents; life assurance
- Open vacation policy and flexible holidays
- Paid maternity leave and 6 weeks paternity leave
- Cycle-to-Work Scheme with secure bike storage
- MacBooks standard; Windows available for some roles
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture. We avoid divisive topics to foster a safe and cohesive work environment. Our policy is to not advocate on behalf of the company or our employees on any social or political topics in internal or external communications. We respect personal opinion and expression on personal time and do not challenge or confront non-work-related views. Our goal is to focus on doing incredible work to achieve our goals and live by our core values. Intercom values diversity and is committed to Equal Employment Opportunity. Intercom will not discriminate on the basis of race, color, religion, creed, national origin, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected status under law.
Join our Talent Community
If this role isn’t quite right for you, join our Talent Community to stay connected with us.
Company details
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Other
- Industries: Technology, Information and Internet
#J-18808-Ljbffr…