Full-Time

Strategic Customer Success Manager

High Touch

Confirmed live in the last 24 hours

Intercom

Intercom

1,001-5,000 employees

Customer communication platform for businesses

Data & Analytics
Enterprise Software

Compensation Overview

$185k - $215kAnnually

+ Corporate Bonus Program + Stock Options

Senior

No H1B Sponsorship

San Francisco, CA, USA

Hybrid working policy requires in-office presence at least two days per week.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Requirements
  • 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.
Responsibilities
  • 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.

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features needed, which makes it accessible to both small startups and large enterprises across different industries like technology and e-commerce. What sets Intercom apart from its competitors is its focus on integrating multiple communication tools into a single platform, along with analytics and reporting features that help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

Company Stage

Series D

Total Funding

$234.2M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

5%

1 year growth

9%

2 year growth

10%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for AI-driven customer support boosts Intercom's adoption.
  • Remote work trends increase the need for Intercom's digital communication tools.
  • Subscription-based models provide Intercom with predictable, recurring revenue streams.

What critics are saying

  • Emerging startups offer similar solutions at lower prices, threatening market share.
  • Competitors like Zendesk may outpace Intercom's AI-driven service advancements.
  • Data privacy regulations in the EU could increase compliance costs for Intercom.

What makes Intercom unique

  • Intercom integrates live chat, email marketing, and support into a single platform.
  • The platform supports over 600 million monthly active end users globally.
  • Intercom leverages AI for personalized and efficient customer interactions.

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Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.