Strategic Customer Success Manager - 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

• Develop trusted advisor relationships with high value customers.
• Guide customers and account teams in developing Success Plans.
• Act as an expert advisor on Intercom products.
• Engage customers to drive product adoption.
• Execute adoption strategies for AI products.
• Identify and mitigate churn risks.
• Forecast growth opportunities for AI products.
• Share insights as a thought leader in customer support and AI.
• Provide internal feedback to improve customer service.

Requirements

• 8+ years in customer-facing roles in customer success or account management.
• Experience with SaaS business models.
• Proven ability to establish trusted advisor relationships.
• Experience using Success Plans for strategic alignment.
• Strong communication skills for complex problem-solving.
• Self-motivated and entrepreneurial mindset.
• Ability to build lasting relationships.

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.
• Standard MacBooks provided.