Head of Global Partnerships

Intercom•San Francisco, CA

3d•Hybrid

About The Position

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 30,000 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. What's the opportunity? We’re hiring a Head of Global Partnerships to lead, scale, and evolve this function. This role owns the end-to-end partnerships charter, including ecosystem strategy, partner acquisition and enablement, go-to-market execution, and revenue impact. You will report to the SVP of Sales, be a key member of the GTM leadership team, and work cross-functionally with senior leaders in Product, Sales, Marketing, and Customer Success. This is a unique opportunity to build a category-defining partner ecosystem that fuels both Intercom’s and our partners’ success. This role is pivotal to how Intercom scales with and through the ecosystem. You’ll play a critical role in shaping our go-to-market future, unlocking new revenue channels, and amplifying our product and brand in the market. You’ll lead a strategic function with executive visibility, operate at the intersection of GTM and product, and help define what best-in-class partnerships look like in the AI-first customer service era. What will I be doing?

Requirements

12+ years experience in Partnerships, Business Development, Alliances, or Ecosystem Leadership within SaaS or enterprise technology.
Proven success building and scaling a global partnerships organization, including hiring, team design, and performance management.
Experience developing and operationalizing partner programs across multiple partner types: Solutions, Technology, and Strategic.
Strong operational mindset. Able to design processes, define KPIs, build systems, and implement scalable partner motions.
Track record of delivering revenue impact through partner-sourced and partner-influenced pipeline.
Excellent executive presence with the ability to influence senior stakeholders internally and externally.
Exceptional relationship-building and negotiation skills.

Responsibilities

Lead, mentor, and grow the global partnerships organization across Solutions, Technology, and Strategic partnerships.
Establish a clear operating model, org structure, and growth strategy to evolve the evolution of Intercom’s partner ecosystem.
Build deep alignment with Sales, Marketing, Product, Engineering, and Customer Success to embed partnerships into the broader GTM engine.
Represent Partnerships at the executive level, providing strategic recommendations, business insights, and market intelligence.
Define and own Intercom’s global partnership strategy, ensuring clear priorities, execution focus, and measurable outcomes across all partner categories.
Articulate a differentiated and scalable ecosystem vision aligned to Intercom’s long-term growth priorities.
Evaluate market trends and competitive landscapes to identify new partnership categories, ecosystem opportunities, and strategic alliances.
Design and operationalize scalable partner programs including onboarding, enablement, certification, incentives, and co-selling frameworks.
Build the infrastructure (systems, tools, partner portal, analytics) to support consistent, high-impact partner engagement at scale.
Establish partner tiering, accountability frameworks, and performance metrics to drive sustained results.
Source, evaluate, and secure high-impact partners across all segments: Solutions, Technology, and Strategic partners.
Lead executive-level relationships with top partners to unlock co-selling, co-marketing, and integration opportunities to drive ARR.
Develop and scale repeatable partner motions that integrate partners into the sales cycle and influence product strategy.
Drive measurable business outcomes through partner-sourced and partner-influenced revenue.