Customer Success Manager, Intercom
Scale
+ Equity
More information about location
2+ days a week in office
The modern customer communications platform
Open for applications
The modern customer communications platform
1001+ employees
Open for applications
+ Equity
More information about location
2+ days a week in office
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- 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
What the job involves
- 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
- 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
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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