Strategic Customer Success Manager, High Touch

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin the most advanced customer service AI agent on the market lets businesses deliver always-on impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30000 global businesses Intercom is setting the new standard for customer service. Driven by our core values we push boundaries build with speed and intensity and consistently deliver incredible value to our customers.

Whats the opportunity

Intercoms Strategic CSMs work with our largest and most complex customers to help them realize the full value of their Intercom investment and transform their approach to customer service. Our CSMs engage customers to unlock early and sustained outcomes by delivering methodologies that drive product adoption solution expansion and long-term growth.

As a Strategic CSM youll build strong relationships with our most important customers and lead them through their entire Intercom customer journey. Youll be equipped to guide customers over their hurdles delivering value realization through proactive and programmatic customer engagement and best practices.

Youll use your solution expertise to enable customers to overcome their challenges to implementing and growing our AI products and act as a trusted advisor to the change those customers need to make.

Youll work with a variety of customer profiles including C-Level contacts executives CX leaders and multi-layered global CX teams to support the successful adoption and expansion of their Intercom solution investment.

What will I be doing

• 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 customers 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 Intercoms 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.

What skills do I need

• 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.

Benefits

We are a well-treated bunch with awesome benefits! If theres something important to you thats 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 youre cycling weve 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.

Is this role not quite what youre looking for Join our Talent Community to stay connected with us.