Manager of High-Touch Customer Success - 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

• You will hire, manage, and develop a High-Touch Customer Success team.
• You will foster a healthy culture of continuous learning, accountability, and excellence on your team.
• You will motivate your team to build trusted customer relationships and deliver clearly-defined value.
• You will personally own customer relationships and serve as an escalation point.
• You will influence cross-functional partners to drive positive customer outcomes.
• You will forecast, track, and report on KPIs related to growth and retention.
• You will leverage data insights to inform strategies and optimize performance.
• You will look for innovative ways to drive customer success.

Requirements

• 2+ years of experience in a leadership role within Customer Success or Account Management.
• 5+ years of experience as a CSM or Account Manager in a B2B technology company.
• Demonstrated success in driving revenue growth and achieving portfolio targets.
• A passion for teaching, developing, and growing others.
• Exceptional relationship-building and communication skills.
• Ability to identify, analyze, and find creative solutions to complex problems.
• Able to drive clarity for their team 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 meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews.
• Flexible paid time off policy.
• Paid Parental Leave Program.
• 401k plan & match.
• In-office bicycle storage.
• Fun events for Intercomrades, friends, and family!