Strategic Customer Success Manager, Intercom
High Touch
+ Equity
The modern customer communications platform
Be an early applicant
The modern customer communications platform
1001+ employees
Be an early applicant
+ Equity
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- 8+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS or Consumption-based Technology companies experience a benefit
- Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams
- Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
- Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
- Ability to understand and communicate complex problems clearly and concisely to different audiences
- Self-motivated and entrepreneurial team player
- Experience building lasting relationships with customers and colleagues
What the job involves
- Intercom’s Strategic CSMs work with our largest and most complex customers to help them realize the full value of their Intercom investment and transform their approach to customer service
- Our CSMs engage customers to unlock early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long-term growth
- As a Strategic CSM, you’ll build strong relationships with our most important customers, and lead them through their entire Intercom customer journey
- You’ll be equipped to guide customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices
- You'll use your solution expertise to enable customers to overcome their challenges to implementing and growing our AI products and act as a trusted advisor to the change those customers need to make
- You’ll work with a variety of customer profiles including C-Level contacts, executives, CX leaders, and multi-layered global CX teams to support the successful adoption and expansion of their Intercom solution investment
- Develop a trusted advisor relationship with each of your high value customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
- Guide the customer and Intercom account team (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, strategic planning sessions, and churn mitigation plans when necessary
- Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements
- Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions
- Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages
- Reduce churn and contraction through early risk identification, intervention, escalation and mitigation in partnership with your account team
- Identify growth opportunities for Intercom’s AI products within your book and forecast that growth back to the business
- Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team
- Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our Strategic customers
Our take
If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.
While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.
Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
41% female employees
-7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2018
$125m
SERIES D
Apr 2016
$50m
SERIES C
Total funding: $240.8m
Company benefits
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Generous public transport allowance for commuting
- Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- Open vacation policy and flexible holidays so you can take time off when you need
- Work from home opportunities
- Health insurance
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Regular compensation reviews - we reward great work
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Company values
- We're optimistic & positive
- We obsess about our customers' success
- We're confident, yet humble
- We think big and start small
- We go further together
- Make every day count
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Eoghan McCabe
(Co-Founder & CEO)Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.
Des Traynor
(Co-founder & CSO)Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)
Ciaran Lee
(Co-founder)Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.
People progressing
Joined as a Manager in Product Analytics. Made it to VP of Research & Data Science after 6 years and 3 promotions
Salary benchmarks
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