Customer Success Manager, High Touch at Intercom

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer ServiceIndustries

Requirements

5+ 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

Responsibilities

Develop a trusted advisor relationship with 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 teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and 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
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 core customers

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementProduct AdoptionCustomer EngagementRelationship BuildingValue RealizationTrusted AdvisorC-Level EngagementSaaSCustomer JourneyProactive EngagementSolution Expansion

Questions & Answers

Common questions about this position

What does a Customer Success Manager do at Intercom?

CSMs develop trusted advisor relationships with C-suite and executive customers, guide success plans including QBRs and churn mitigation, drive product adoption for AI solutions, and reduce churn through risk identification.

Is this Customer Success Manager role remote?

This information is not specified in the job description.

What is the salary for the Customer Success Manager position?

This information is not specified in the job description.

What are Intercom's core values?

Intercom is driven by core values to push boundaries, build with speed and intensity, and consistently deliver incredible value to customers.

What makes a strong candidate for this CSM role?

Strong candidates excel at building C-suite relationships, guiding success plans with account teams, demonstrating deep Intercom product expertise, driving AI product adoption strategies, and mitigating churn risks.

Intercom

Customer communication platform for businesses

About Intercom

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 and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which 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.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

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.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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