Global Director of Scaled Success and Strategic Programs - Remote

Overview

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform.

Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.

Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

Join us to help define and lead the AI revolution for customer service.

In Short

• Lead the Scaled Success and Strategic Programs organization.
• Partner with global Customer Solutions leadership team.
• Build and develop a world-class team of CSMs and Managers.
• Operationalize the Scale & Digital Customer Success vision.
• Drive change globally and implement scalable solutions.
• Help create customer wins and case studies.
• Collaborate with Sales, Marketing, and Product teams.
• Contribute to the overall vision of the Solutions and Success organization.

Requirements

• 8+ years of experience in customer success teams.
• Experience leading innovative programs to scale a business.
• Strong commitment to developing managers and contributors.
• Track record of delivering against growth targets.
• Proven success in driving change within a customer-facing organization.
• Customer-obsessed mindset.
• Strong prioritization skills for concurrent projects.
• Excellent executive-level communication skills.

Benefits

• Competitive salary and equity in a fast-growing start-up.
• Free lunch and snacks provided.
• Regular compensation reviews.
• Pension scheme with matching.
• Comprehensive health and dental insurance.
• Flexible paid time off policy.
• Paid maternity and paternity leave.
• Cycle-to-Work Scheme with secure bike storage.