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? 🤔

As the Senior Director of GTM Analytics, you will lead a high-impact analytics team that drives data-driven insights and strategic recommendations across our Sales, Marketing, and Customer Success functions. You’ll shape our approach to using analytics to optimize our GTM strategy, measure the success of key initiatives, and unlock new growth opportunities for Intercom. Working closely with executive leaders, you will be pivotal in steering data-informed decisions that fuel revenue growth and customer engagement.

What will I be doing? 🚀

  • Lead GTM Analytics Strategy: Define and execute the analytics strategy for GTM functions by establishing metrics, performance reporting content and cadences, and dashboards that measure and forecast performance.
  • Team Leadership: Build, mentor, and lead a high-performing analytics team, fostering a culture of curiosity, rigor, and collaboration.
  • Cross-Functional Collaboration: Partner closely with Sales, Marketing, and Customer Success leaders to provide actionable insights, forecast performance, and evaluate market opportunities.
  • Data Insights & Reporting: Oversee the development of analytical models and reporting systems that offer transparency on GTM performance through the funnel, on strategic initiatives, and other aspects of our customer-facing motions.
  • Market Intelligence: Lead efforts to synthesize competitor insights, market trends, and customer data to inform GTM planning and innovation.
  • Operational Excellence: Implement best practices in data governance, automation, and analytics tools, enhancing operational efficiency and scalability of the GTM analytics function.
  • Strategic Planning: Contribute to annual planning, budget allocation, and long-term growth strategies, aligning analytics goals with Intercom’s business objectives.

What skills do I need? 📖

  • 10+ years of experience in analytics, GTM, or a related field, with a proven track record in senior leadership roles.
  • Strong GTM knowledge and experience across Sales, Marketing, and Customer Success functions.
  • Expertise in data analytics and business intelligence tools (e.g., SQL, Tableau, Looker, Python, R).
  • Proven experience building and leading high-performing teams and driving cross-functional projects.
  • Demonstrated ability to establish highly collaborative relationships with cross-functional teams across the GTM and R&D organizations.
  • Strong strategic mindset, with a demonstrated ability to influence executive stakeholders through data-driven insights.
  • Excellent communication and storytelling skills, with the ability to present complex data in a clear, actionable manner.

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.

The base salary range for candidates within the San Francisco Bay Area is $286,750 - $333,250. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).  

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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