Manager, Relationship Managers (MidMarket)

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

Intercom is transforming how businesses build relationships with their customers by embedding AI deeply into our platform. As customers adopt AI-driven capabilities they need trusted partners who can guide them through change help them understand value and ensure adoption translates into meaningful business outcomes.

Were looking for a sales leader to build scale and evolve a team of Mid-Market Relationship Managers. This role is ideal for someone who excels at developing high-performing experienced account managers and relationship sellers instilling strong sales rigor and leading teams through periods of product and go-to-market evolution.

Youll play a critical role in retaining and expanding our customer base while helping customers move along their AI journey from traditionalist to pioneer. Your main objective is to own and drive the performance of the mid-market customer segment with accountability for growth retention and long-term customer value.

What will I be doing

Lead and develop an AI-fluent RM team

• Hire onboard and coach Relationship Managers across the MidMarket segment
• Develop and coach Relationship Managers to lead multi-threaded value-based conversations across mid-market accounts with a focus on driving expansion renewals and long-term customer growth.
• Build a culture of curiosity learning and continuous improvement as AI capabilities evolve
• Inspire high standards of performance accountability and customer focus

Own the business and deliver results

• Own your teams revenue number with accountability for renewals expansion and pipeline generation
• Establish strong forecasting discipline deal inspection and operational rigor at scale
• Ensure consistent CRM hygiene and adherence to sales process and methodology
• Balance near-term execution with long-term team development and business health
• Lead multi-threaded expansion strategies across accounts

Enable modern value-based and technical selling

• Coach reps to sell outcomes and value particularly where AI meaningfully differentiates Intercom
• Build business cases for AI adoption tied to efficiency cost savings and growth
• Partner with Enablement and Product to translate evolving AI capabilities into clear customer-facing narratives
• Raise the bar on technical credibility and commercial rigor across the team
• Identify and unlock cross-sell and expansion opportunities
• Drive larger strategic renewals and upsell motions

Partner cross-functionally and shape the org

• Work closely with Product Enablement RevOps Marketing and CS to support AI-driven GTM changes
• Surface customer insights related to AI adoption objections and success patterns
• Contribute to improving sales processes tooling and operating rhythm as the platform evolves
• Navigate complex buying groups and stakeholder alignment

What skills do I need

Required

• 4 years Sales Management experience
• Experience selling SaaS solutions in a quota-carrying environment
• Experience managing and developing revenue-owning individual contributors
• Strong coaching and talent development skills particularly with experience managing mid-market or commercial account executives / relationship managers
• Demonstrated ability to forecast inspect deals and operate with rigor at scale
  Comfort leading teams through change in a fast-moving environment

Nice to have

• Experience in Small Business Scale or Commercial sales motions
• Exposure to selling technical or AI-enabled products
• Familiarity with structured sales methodologies (e.g. MEDDPICC Command of the Message)
• Experience helping customers adopt new technology

Bonus skills & attributes

• Enjoy building and scaling teams while maintaining high standards
• Are excited about AI and motivated to help others understand its real-world value
• Balance empathy with accountability and operational discipline
• Translate complexity into clarity for customers and internal partners
• Like partnering cross-functionally to improve how the business sells and serves customers

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!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated

*Proof of eligibility to work in the United States is required.

The OTE range for this role is targeted at $292500 - $349375 for the San Francisco Bay Area. 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).

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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.