Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity?

We are seeking a Scaled Customer Success Manager to join our global Success Management organization. In this role, you will report directly to the Global Leader of Scaled Success and partner closely with our Sales team. You’ll work with a wide variety of customers, acting as an expert point of contact for all things product and usage - helping them implement Intercom’s suite of tools in a way that solves their business’s biggest problems. You’ll use technology alongside face-to-face meetings to deliver the best possible experience to our customers. You will also be uniquely positioned to design and implement new processes as we build out this new team aimed to deliver more value to more of our customers.

If you want to join an innovative team, working with Intercom Customers across multiple segments and industries, you’ll find your home as a Scaled Customer Success Manager at Intercom.

What will I be doing?

You’ll engage customers with a goal of driving deep product adoption
You’ll leverage technology to drive positive outcomes for our customers
You’ll develop, test, and iterate on scaled playbooks and engagement strategies
You’ll be in charge of running implementation projects with your customers
You’ll partner closely with Sales to drive the best customer experience possible
You’ll be deeply involved in shaping what Scaled Customer Success looks like at Intercom
You’ll work closely with R&D, acting as an internal spokesperson for our customers

What skills do I need?

2+ years experience working in a customer-facing organization
A proven track record of adding real value at a dynamic and fast growth company
Ability to understand and communicate complex problems clearly and concisely to different audiences
Self-motivating and entrepreneurial team player
A keen interest in designing, developing, and sending content to customers
Experience building lasting relationships with customers and colleagues.
Experience setting up and using SaaS products

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!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!

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

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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Customer Success Manager, Scale