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

• Manage and develop the EMEA High-Touch Customer Success team.
• Foster a culture of continuous learning and accountability.
• Build trusted customer relationships to drive revenue growth.
• Own customer relationships and resolve challenges.
• Influence cross-functional partners for positive customer outcomes.
• Forecast and report on KPIs related to growth and retention.
• Leverage data insights to optimize team performance.
• Innovate ways to drive customer success.

Requirements

• 2+ years in a leadership role in Customer Success or related field.
• 5+ years as a CSM or Account Manager in a B2B tech company.
• Proven success in driving revenue growth.
• Passion for teaching and developing others.
• Exceptional relationship-building and communication skills.
• Ability to analyze and solve complex problems.
• Capable of managing competing priorities in a fast-paced environment.
• High energy and self-starter in entrepreneurial settings.
• Skilled in identifying and implementing scalable solutions.

Benefits

• Competitive salary and equity in a fast-growing start-up.
• Free lunch and snacks provided.
• Regular compensation reviews.
• Pension scheme with up to 4% match.
• Comprehensive health and dental insurance.
• Flexible paid time off policy.
• Paid maternity and paternity leave.
• Cycle-to-Work Scheme with secure bike storage.
• Standard MacBooks provided, with Windows options available.