Job Description
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. Itâs slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agentsâ productivity, efficiency, and performanceâall 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? đ€
As a Customer Success Manager youâll act as a trusted advisor to a wide range of Intercomâs most valued customers, acting as their expert point of contact for all things product and change management that comes with that - ensuring these customers are getting value from our suite ofI products especially our AI Products by solving their business problems.
Youâll work hand-in-hand with our relationship managers and solution engineers delivering the best possible experience to our customers by managing product implementations, driving mutual success plans, account reviews and training.
If you want to see tangible results of your efforts manifest in product adoption, if you want to help make business personal for our biggest customers, enable them to unlock the potential of AI products for their business and you want to work with an ever growing and changing team, youâll find a home as a Customer Success Manager at Intercom.
What will I be doing? đ
- Youâll manage a book of accounts, with the objective of driving deep product activation, adoption that leads to growth. .
- Youâll be a product expert and strategic consultant, understanding how Intercom can solve business problems.
- Youâll be in charge of running and managing implementation projects and mutual success plans with your customers.
- Youâll deliver quarterly account reviews to C-level, VP and Manager level personaâs in the performance of their Intercom usage.
- Youâll partner closely with our Sales team, to drive the best customer experience possible.
- Youâll have the opportunity to develop and implement new processes that will shape how the wider Customer Success team at Intercom operates.
- Youâll work closely with R&D, acting as an internal spokesperson for our most strategic customers.
What skills do I need? đ
- 5+ 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 (Executives, Marketers, Engineers, Sales People, ICs)
- Self-motivating and entrepreneurial team player.
- Experience building lasting relationships with customers and colleagues.
Bonus skills & attributes đ
- Experience setting up and using Intercom or other SaaS Communication Products
- Great examples of self-started projects.
- Past experience in Customer Success, Sales Engineering, Account Management, or Strategic Consulting preferred
Benefits đ
We are a well treated bunch, with awesome benefits! If thereâs something important to you thatâs not on this list, talk to us! :)
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If youâre cycling, weâve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
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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