Senior Program Manager, Digital Customer Success at Intercom

Chicago, Illinois, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer ServiceIndustries

Requirements

8+ years of experience in Customer Experience, Customer Success, Success/Sales/Market Ops, or Support in B2B SaaS companies
3+ years of experience in a customer facing role, ideally quota carrying, such as sales, success, solutions engineering
Highly strategic, creative, collaborative, and action-oriented

Responsibilities

Responsible for the success and retention of the Digital segment of customers, tracking towards GRR and other product adoption goals, including quarterly team targets
Inspect the segment, identify/evaluate trends, propose and build out solutions to influence customer retention and product adoption
Leverage tech stack and data insights to build personalized, targeted, omni-channel experiences that support customers throughout their journey and drive business outcomes
Leverage data and customer research insights to identify and build “signals”/key points of friction or opportunity for low touch or high touch motions
Gain a deep understanding of customers using research, interviews, and data analysis to improve their experience and remove points of friction
Collaborate and align cross-functionally to develop innovative and creative ways of engaging customers across multiple channels and surfaces (email, in-product, webinars, Academy, community, etc.)
Collaborate with customer lifecycle marketing, growth, and other key experience teams to build out a holistic customer experience
Work with Scaled & High Touch partners to bring digital engagements to their customers, optimizing coverage across their books of business
Inform Customer Education Content roadmap and collaborate with learning experience designers to create new content for customers
Collaborate with key programs such as voice of customer, enterprise community, and scale community
Measure and report on program performance and business impact at regular intervals (Monthly all hands, QBRs, H1/2 reviews)

Skills

Key technologies and capabilities for this role

Program ManagementCustomer SuccessDigital StrategyCustomer RetentionProduct AdoptionCross-functional CollaborationCustomer Engagement

Questions & Answers

Common questions about this position

What is the salary or compensation for the Senior Program Manager role?

This information is not specified in the job description.

Is this Senior Program Manager position remote or does it require office work?

This information is not specified in the job description.

What key skills are required for the Senior Program Manager, Digital Customer Success role?

The role requires being highly strategic, creative, collaborative, and action-oriented, with strong abilities in data analysis, customer research, trend identification, and cross-functional collaboration.

What is the company culture like at Intercom?

Intercom is driven by core values, pushing boundaries, building with speed and intensity, and consistently delivering incredible value to customers.

What makes a strong candidate for this Senior Program Manager position?

Strong candidates are highly strategic, creative, collaborative, and action-oriented individuals who can shape digital-first strategies, leverage data insights, and collaborate cross-functionally to drive customer retention and product adoption.

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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