Senior Manager, Digital Success and Solutions
Senior Manager, Digital Success and Solutions
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1 Vacancy
Job Description
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
At Intercom were on a mission to make internet business personal. Our AI-first customer service platform is changing the standard for how businesses support their customersmaking it faster smarter and more human. Our Scaled and Strategic Solutions team plays a key role in that mission by helping businesses unlock long-term value from Intercoms products.
As Senior Manager Digital Customer Success & Solutions youll lead a diverse global team responsible for owning a digital success segment with thousands of customers while building a digital strategy that supports scale and high touch segments as part of our overall success strategy. Youll also lead marquee enterprise programs focused on building customer communities educating core audiences and supporting success teams in leveraging cutting edge technology to amplify their impact and drive the success of our customers with precision speed and delight. This is asenior-level strategic role at the intersection of customer success technology and experience design and requires deep customer empathy and developing strong cross-functional partnerships. Youll be at the forefront of building a hybrid approach to success that blends data AI automation and human guidance to help customers grow with Intercom.
This is a fantastic opportunity for a proven leader who is extremely data-driven customer-centric loves the art and science of digital success and has developed both scale and bespoke customer programs. The Scaled & Strategic Solutions team executes fast sets a high quality bar challenges conventional thinking and believes in experimentation and continuous learning. If you want to build the future of customer success and support a fast-growing and diverse customer base join us.
What will I be doing
- Lead a high-performing and hyper cross-functional program team focused on digital success as a segment and a strategy as well as building best-in-class customer community feedback and education programs.
- Architect an end-to-end digital customer journey that seamlessly integrates content many tactics behavioral signals AI and automation to deliver an always-on differentiated enterprise customer experience across Intercoms product suite.
- Own a digital segment of thousands of Intercoms customers and create an innovative digital motion regularly inspecting the business and using data-driven insights to run and measure digital experiments across engagement channels to hit activation adoption retention and expansion targets and deploy what works across segments.
- Partner closely with Customer Success Sales and Solutions leadership and their teams to support scaled and high touch strategies across all segments with the integration and augmentation of digital success to deliver a best in class hybrid customer experience.
- Collaborate with marketing and product to build and scale enterprise-level programs focused on customer communities feedback and education to drive value-realization adoption and advocacy.
- Partner cross-functionally to drive data hygiene and touch governance while building digital data foundations a success experimentation engine and attribution model requirements.
- Drive the evaluation selection implementation and continuous improvement of an AI-first Customer Success technology ecosystem that enhances customer experiences and empowers Intercom field teams to scale their impact effectively.
What skills do I need
- 7-10 years of experience in customer success or account management with at least 5 years in scaled and/or digital success ideally in B2B SaaS.
- 3-4 years in a formal leadership role with a minimum of 2 years leading digital success and strategic customer experience programs.
- Proven success driving customer outcomes in high-volume segments with direct segment ownership and quarterly adoption and retention targets.
- A thoughtful people-first leadership approach that encourages curiosity growth and inclusion.
- Strong data-driven and operational mindset with experience A/B testing leveraging Tableau orchestrating digital journeys and building CS attribution requirements.
- A strong understanding of AI and customer experience technologies and the desire to think beyond the traditional CS tech stack.
- Experience leading complex highly visible cross-functional projects partnering with CS and sales leadership marketing product data and operations.
- Comfortable collaborating with executives often under pressure and influencing peers in situations with scope overlap.
- Player-coach with strong execution chops. Our team has to move extremely fast. This is a hands-on role not a people manager-only role.
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 meaningful equity
- Comprehensive medical dental and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades friends and family!
*Proof of eligibility to work in the United States is required.
The OTE salary range for candidates within the Greater Chicago Area is $209513- $243488. Actual base pay will depend on a variety of factors such as education skills experience location etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
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 three 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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Required Experience:
Senior Manager
Employment Type
Full Time
