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 through their Intercom journey.
• Drive product adoption and success with Intercom Solutions.
• Identify growth opportunities for AI products.
• Reduce churn through early risk identification.
• Engage with C-Level contacts and global CX teams.
• Be a thought leader in customer support and AI.
• Provide internal feedback to improve customer service.

Requirements

• 8+ years in customer-facing roles, preferably in SaaS.
• Experience with complex enterprise customer needs.
• Ability to establish trusted advisor relationships.
• Experience using Success Plans for alignment.
• Strong communication skills for complex problems.
• Self-motivated and entrepreneurial mindset.
• Proven relationship-building 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.
• Standard MacBooks provided.