Communication has changed for people. It’s changed for businesses, too.

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle—across acquisition, engagement, and support. Today more than 25,000 businesses use Intercom to connect with a billion people worldwide.

Join the company helping businesses grow revenue through live chat, and so much more!

What's the opportunity? 🤔

Our Vice President, Customer Success and Professional Services (CS/PS) is a strategic member of our senior leadership team. Reporting directly to our Chief Revenue Officer (CRO), this leader / they will own the strategy and delivery of global customer success and professional services at Intercom. The VP, Customer Success and Professional Services will define and be accountable for how Intercom customers achieve success & strong ROI with our platform including usage, onboarding, adoption and renewal. Overall, this leader will own and guide our efforts in discovery, customer advocacy, and account growth.

 

What will I be doing? 🚀

  • Partner with the CRO to evolve and manage the global customer success function, including Sales Engineering (pre-sales), Professional Services, Solution Architects, and Customer Success Managers
  • Drive customer successful outcomes & strong ROI including increasing product adoption, expansion, advocacy and renewal rates while reducing churn
  • Attract and manage best-in-industry talent, fostering collaboration across the team, identifying development and learning opportunities and coaching team members to uncover their highest potential
  • Serve as the senior leader coordinating Intercom’s response to customer escalations
  • Track and report on key team metrics to inform CRO and CEO decision-making
  • Develop frameworks and engagement models that optimize customer success,  team staffing and overall customer engagement
  • Partner with the VP, Customer Support to maximize effectiveness across organizations in service to our customers
  • Identify key trends in customer experience and health metrics in order to refine how we serve our customers. Work closely with our R & D team to provide feedback and insights to improve product strategy
  • Partner with the Customer Education team to ensure customer adoption as we enable their success on the platform
  • Collaborate with Marketing to celebrate customers' success through advocacy and cross-customer interactions

 

What skills do I need? 📖 

  • 15+ years experience in Software-as-a-Service (SaaS)
  • 10+ years leading customer success teams for technical products with mid-market and enterprise customers
  • 2nd or 3rd line leadership experience leading large multinational or global teams
  • Consistent overachievement of goals and targets
  • Experience implementing and driving usage, adoption and renewals
  • Exceptional cross-organization collaboration and communication skills. Strong executive presence, influencing skills, presentation skills, and business insight.
  • Strong mid-market/enterprise customer experience with the ability to communicate effectively with customers at the executive level as needed
  • A demonstrable desire for innovation, continuous learning, and improvement
  • Demonstrated ability to manage multiple, critical projects is required.
  • Ability to work in a fast-paced, reactive, changing, and results-oriented atmosphere
  • Proven success working within a highly matrixed organization and establishing strong relationships across the organization
  • Develop internal relationships with executive leadership, key stakeholders, and peers in other functions
  • Strong track record of recruiting, developing, engaging, and retaining a high performing customer success  organization
  • The ability to see the big picture without losing sight of the details; the ability to inspire a team to drive consistent excellence
  • Experience thriving within a global software company delivering $200M-$1B in revenue

 

Benefits 😍

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

  • Competitive salary and meaningful equity
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews - great work is rewarded!
  • Open vacation policy and 10 corporate holidays
  • Paid Parental Leave Program
  • 401k plan
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

Apply for this Job

* Required
  
(File types: pdf, doc, docx, txt, rtf)
  
(File types: pdf, doc, docx, txt, rtf)


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Intercom’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.