Manager, Customer Success

Intercom; London; On-site; GBP 45,000 - 85,000

Job description

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month. Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers. Join us on our mission to redefine customer service and make internet business personal.

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 EMEA High-Touch Customer Success team at Intercom, you will be responsible for 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 our EMEA 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 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.

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 two 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.