Customer Success Manager (Scale)

What's the opportunity? 

We are seeking a Scaled Customer Success Manager to join our global Success Management organization. In this role, you will report directly to the Global Leader of Scaled Success and partner closely with our Sales team. You’ll work with a wide variety of customers, acting as an expert point of contact for all things product and usage - helping them implement Intercom’s suite of tools in a way that solves their business’s biggest problems.  You’ll use technology alongside face-to-face meetings to deliver the best possible experience to our customers.  You will also be uniquely positioned to design and implement new processes as we build out this new team aimed to deliver more value to more of our customers.

If you want to join an innovative team, working with Intercom Customers across multiple segments and industries, you’ll find your home as a Scaled Customer Success Manager at Intercom. 

What will I be doing? 

• You’ll engage customers with a goal of driving deep product adoption
• You’ll leverage technology to drive positive outcomes for our customers
• You’ll develop, test, and iterate on scaled playbooks and engagement strategies
• You’ll be in charge of driving implementation projects with your customers
• You’ll partner closely with Sales to drive the best customer experience possible
• You’ll be deeply involved in shaping what Scaled Customer Success looks like at Intercom
• You’ll work closely with R&D, acting as an internal spokesperson for our customers

What skills do I need? 

• 2+ years experience working in a customer-facing organization
• A proven track record of adding real value at a dynamic and fast growth company
• Ability to understand and communicate complex problems clearly and concisely to different audiences
• Self-motivating and entrepreneurial team player
• A keen interest in designing, developing, and sending content to customers
• Experience building lasting relationships with customers and colleagues.
• Experience setting up and using SaaS products

Benefits 

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s 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 you’re cycling, we’ve 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.