Senior Manager, Customer Success

Intercom•San Francisco, CA

5h•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 expanding our Customer Success organization at Intercom. Our Customer Success team drives growth by ensuring that our customers most effectively use Intercom and our AI Agent Fin to reach their business goals. As a Manager of our 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.

Requirements

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; experience with consumption-based pricing is a plus.
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

Responsibilities

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.