Customer Success Manager

What's the opportunity? 🤔

As a Customer Success Manager you’ll act as a trusted advisor to a wide range of Intercom’s most valued customers, acting as their expert point of contact for all things product and change management that comes with that - ensuring these customers are getting value from our suite ofI products especially our AI Products by solving their business problems.

You’ll work hand-in-hand with our relationship managers and solution engineers delivering the best possible experience to our customers by managing product implementations, driving mutual success plans, account reviews and training. 

If you want to see tangible results of your efforts manifest in product adoption, if you want to help make business personal for our biggest customers, enable them to unlock the potential of AI products for their business and you want to work with an ever growing and changing team, you’ll find a home as a Customer Success Manager at Intercom.

What will I be doing? 🚀

• You’ll manage a book of accounts, with the objective of driving deep product activation, adoption that leads to growth. .
• You’ll be a product expert and strategic consultant, understanding how Intercom can solve business problems.
• You’ll be in charge of running and managing implementation projects and mutual success plans with your customers.
• You’ll deliver quarterly account reviews to C-level, VP and Manager level persona’s in the performance of their Intercom usage. 
• You’ll partner closely with our Sales team, to drive the best customer experience possible.
• You’ll have the opportunity to develop and implement new processes that will shape how the wider Customer Success team at Intercom operates.
• You’ll work closely with R&D, acting as an internal spokesperson for our most strategic customers.

What skills do I need? 📖

• 5+ years experience working in a customer facing organization.
• A proven track record of adding real value at a dynamic and fast growth company.
• Ability to understand and communicate complex problems clearly and concisely to different audiences (Executives, Marketers, Engineers, Sales People, ICs)
• Self-motivating and entrepreneurial team player.
• Experience building lasting relationships with customers and colleagues.

Bonus skills & attributes 🙌

• Experience setting up and using Intercom or other SaaS Communication Products
• Great examples of self-started projects.
• Past experience in Customer Success, Sales Engineering, Account Management, or Strategic Consulting preferred

Benefits 😍

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
• MacBooks are our standard, but we also offer Windows for certain roles when needed.