Senior Manager, Customer Success

What's the opportunity? 

We’re expanding our Customer Success organization at Intercom. Our Customer Success team drives growth by ensuring that our customers most effectively use Intercom to reach their business goals. As a Manager of our US High-Touch Customer Success team at Intercom, you will be responsible for and leading a team of world-class Customer Success Managers.  In this role, you will hire and develop a team of Customer Success Managers (CSMs) to act as trusted advisors who deliver unmatched value to our customers and foster long-term partnerships. Your leadership will be key in driving customer outcomes with business objectives, directly impacting revenue expansion and retention.

What will I be doing? 

• You will hire, manage, and develop a High-Touch Customer Success team. 
• You will foster a healthy culture of continuous learning, accountability, and excellence on your team. You will act as a bastion of Intercom’s values.
• You will motivate your team to build trusted customer relationships and deliver clearly-defined value in the pursuit of consistent revenue growth.
• You will personally own customer relationships to build rapport and strengthen bonds with our customers; you will also serve as an escalation point to resolve customer challenges. 
• You will internally influence cross-functional partners to ensure we are driving positive customer outcomes. You will effectively represent and advocate for the needs and opportunities of customers within your portfolio.  
• You will proactively forecast,  track, and report on KPIs related to growth and retention across your portfolio.
• You will leverage data insights to inform strategies and optimize team performance.
• You will look for new and innovative ways to drive the success of our customers.

What skills do I need? 

• 2+ years of experience in a leadership role within Customer Success, Account Management, or a related field
• 5+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company
• Demonstrated success in driving revenue growth and achieving portfolio targets
• A passion for teaching, developing, and growing others 
• Exceptional relationship-building and communication skills with cross-functional partners such as regional sales leadership and product/engineering teams to drive positive customer outcomes, as well as customers in the Small Business, Mid-Market, and Key Account segments
• Ability to identify, analyze, and find creative solutions to complex problems
• Able to drive clarity for their team amid shifting priorities and competing initiatives 
• Capable of handling competing priorities and projects in a fast-paced environment 
• High energy, self-starter comfortable with ambiguity in entrepreneurial environments
• Ability to identify bottlenecks within internal processes, as well as design/implement repeatable and scalable solutions

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 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 San Francisco Bay Area is $232,869 - $270,631. 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).