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 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. Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity?
We’re expanding our Customer Success organisation 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 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 our EMEA High-Touch Customer Success team.
* You will foster a healthy culture of continuous learning, accountability, and excellence on your team.
* 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 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.
* 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
* 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.
* If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme.
* 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.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. We respect personal opinion and expression on these topics on personal social platforms on personal time.
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