Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.
Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.
What's the opportunity? 🤔
As a Customer Success Manager you’ll act as a trusted advisor to Intercom's most strategic accounts, acting as their expert point of contact for all things product - ensuring these customers are getting value from our suite of products by solving their business problems.
You’ll work to deliver the best possible experience to our most important customers by managing product implementations, account reviews, training and on occasion, going onsite to visit them face to face. You’ll assume the position as a leader on the team, spending time coaching and mentoring others, proactively suggesting, designing and implementing new processes that will help the entire team deliver more value to our customers in a consistent way.
If you want to see tangible results of your efforts manifest in product activation, if you want to help make business personal for our biggest customers and you want to work with an ever growing and changing team, you’ll find a home as a Customer Success Manager at Intercom.
What will I be doing? 🚀
- You’ll manage a book of up to 70+ accounts, with the objective of driving customer’s product adoption and retention.
- You’ll be a product expert and strategic consultant, understanding how Intercom can solve business problems.
- You’ll partner closely with our Sales team, to drive the best customer experience possible.
- You’ll develop and implement new processes that will shape how the wider Customer Success team at Intercom operates.
- You’ll work closely with R&D, acting as an internal spokesperson for our most strategic customers.
- You’ll mentor and coach other’s on the team, to develop their core skills and help ensure success with their customers.
- On occasion you'll travel for face to face meetings with your customers.
What skills do I need? 📖
- 3+ years experience working as a Customer Success Manager or in a customer facing role
- A proven track record of high performance
- Ability to understand and communicate complex problems clearly and concisely to different audiences
- Self-motivating and entrepreneurial team player
- Experience building lasting relationships with customers and colleagues
- Experience setting up and using SaaS Communication Products
- Great examples of self-started projects
Bonus skills & attributes 🙌
- Experience using Intercom
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 equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Open vacation policy and flexible holidays so you can take time off when you need it
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
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.
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