Strategic Customer Success Manager, High Touch

Strategic Customer Success Manager, High Touch

London, England

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, enables businesses to deliver always-on, impeccable customer service and transform their customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI-enhanced support for complex or high-touch queries requiring a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets a new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and deliver incredible value to our customers.

What's the opportunity?

Intercom's Strategic Customer Success Managers (CSMs) work with our largest and most complex customers to help them realize the full value of their investment and transform their customer service approach. They engage customers to achieve early and sustained outcomes through methodologies that drive product adoption, solution expansion, and long-term growth.

As a Strategic CSM, you'll build strong relationships with key customers and guide them through their entire journey with Intercom. You'll help customers overcome hurdles, delivering value through proactive engagement and best practices.

You'll use your solution expertise to enable customers to overcome challenges in implementing and expanding our AI products, acting as a trusted advisor for necessary changes.

You'll collaborate with various customer profiles, including C-Level contacts, executives, CX leaders, and global CX teams, to support successful adoption and expansion of their Intercom solutions.

What will I be doing?

• Develop trusted advisor relationships with high-value customers at the C-suite and executive levels, driving success with our platform and ensuring they maximize value throughout their lifecycle.
• Guide the customer and Intercom account team (Sales, Partners, Solution Engineers) in developing Customer Success Plans, including QBRs, Executive Business Reviews, strategic planning, and churn mitigation when necessary.
• Maintain expertise in Intercom products and solutions to advise customers effectively and promote relevant features.
• Engage with customers to promote early and sustained product adoption and success with Intercom solutions.
• Develop and execute adoption strategies for high-value accounts, driving change management and fulfilling Intercom packages.
• Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team.
• Identify growth opportunities within your accounts for our AI products and forecast potential growth.
• Act as a thought leader in customer support industry and AI, sharing insights with customers and internally to benefit the Solutions team.
• Provide internal feedback as the Voice of the Customer to help improve Intercom's services for strategic clients.

What skills do I need?

• 8+ years of relevant experience in customer success, account management, or strategic consulting, preferably in SaaS or consumption-based technology companies.
• Experience with SaaS business models supporting strategic and complex enterprise customer needs, resulting in value realization across global teams.
• Proven ability to establish trust and guide customer outcomes as a trusted advisor.
• Experience using Success Plans to align goals and identify success metrics from a business strategy perspective.
• Strong ability to communicate complex problems clearly to diverse audiences.
• Self-motivated, entrepreneurial, and a team player.
• Experience in building lasting relationships with customers and colleagues.

We offer excellent benefits! If something important to you isn't listed, talk to us!

• Competitive salary and equity in a fast-growing startup
• Daily lunch, snacks, and a fully stocked kitchen
• Pension scheme & match up to 4%
• Comprehensive health and dental insurance, life assurance
• Flexible paid time off
• Paid maternity leave and 6 weeks paternity leave
• Cycle-to-Work Scheme with secure bike storage
• Standard MacBooks, with Windows options for certain roles

Intercom has a hybrid working policy. We believe in in-person collaboration to foster culture, with flexibility to work from home. Employees are expected to be in the office at least two days per week.

We foster a diverse, inclusive, and respectful culture. We avoid divisive issues in our communication and respect personal opinions on social and political topics outside of work. Our focus remains on achieving our goals aligned with our core values.

Intercom is an Equal Employment Opportunity employer. We do not discriminate based on race, color, religion, national origin, sex, age, disability, veteran status, genetic information, sexual orientation, gender identity/expression, marital status, or any other protected status under law.