Customer Success Manager

Your opportunity is to become one of the first Customer Success Managers for our growing LATAM region.

You’ll join a dynamic global team of CSMs who work with Intercom’s most complex customers - acting as their expert point of contact for the product, ensuring that they see real value from Intercom.

Your customers will depend on you to show them the ways in which Intercom can solve their businesses’ biggest problems, and to guide their implementation and ongoing usage of the platform. 

You will also be uniquely positioned to design and implement new processes that will help the entire Intercom Success org deliver more value to our customers in a consistent way.

If you want to help make business personal for our biggest customers, and you want to work with an ever growing and changing team, you’ll find a home as a Customer Success Manager at Intercom. 

In this role, you will be working with customers from English and Spanish-speaking countries, so fluency in both languages is a requirement.

• You’ll manage a book of accounts across North America and Latin America, with the objective of driving deep product activation and retention
• You’ll be a product expert and strategic consultant, understanding how Intercom can solve business problems
• You’ll partner closely with our Sales team to drive the best customer experience possible
• You’ll 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
• You’ll be in charge of running implementation projects with your customers
• On occasion you'll travel for face to face meetings with your customers

• Fluent in both English and Spanish
• 2-3+ 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
• Exceptional written and verbal communication skills
• Experience building lasting relationships with customers and colleagues
• A keen interest in designing, developing and communicating customer-facing content
• Experience setting up and using SaaS Communication Products

• Experience with Intercom
• Previous experience in Support, Sales Engineering, Consulting
• Great examples of self started projects
• Ability to speak Portuguese would be an advantage

The OTE (80/20 split) for candidates is targeted at $84,100 - $113,600 in Colorado, $89,000 - $120,300 in Washington, and San Francisco Bay Area is $98,900 - $133,700. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).