Manager of EMEA High-Touch Customer Success Team - 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

• We’re expanding our Customer Success organization at Intercom.
• You will be responsible for leading a team of Customer Success Managers.
• Your leadership will drive customer outcomes and impact revenue expansion.
• You will hire and develop a team of CSMs to deliver unmatched value.
• You will build trusted customer relationships and resolve challenges.
• You will track and report on KPIs related to growth and retention.
• You will leverage data insights to optimize team performance.
• You will look for innovative ways to drive customer success.

Requirements

• 2+ years of experience in a leadership role within Customer Success.
• 5+ years of experience in a customer-facing role at a B2B technology company.
• Demonstrated success in driving revenue growth.
• A passion for teaching and developing others.
• Exceptional relationship-building and communication skills.
• Ability to identify and solve complex problems.
• Able to drive clarity amid shifting priorities.
• Capable of handling competing priorities in a fast-paced environment.
• High energy, self-starter comfortable with ambiguity.
• Ability to identify bottlenecks and design scalable solutions.

Benefits

• Competitive salary and equity in a fast-growing start-up.
• We serve lunch every weekday and have a fully stocked kitchen.
• Regular compensation reviews.
• Pension scheme & match up to 4%.
• Comprehensive health and dental insurance.
• Flexible paid time off policy.
• Paid maternity and paternity leave.
• Cycle-to-Work Scheme with secure bike storage.
• MacBooks as standard, with Windows available for certain roles.