Customer Success Manager

Customer Success Manager - High Touch

Intercom CSMs work with thousands of exciting customers from a variety of indust...

Location

United States , San Francisco

Salary:

150300.00 - 179525.00 USD / Year

Intercom

Expiration Date

Until further notice

Requirements

5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization
Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams
Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
Ability to understand and communicate complex problems clearly and concisely to different audiences
Self-motivating and entrepreneurial team player
Experience building lasting relationships with customers and colleagues
Experience setting up and using SaaS Communication Products

Job Responsibility

Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary
Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements
Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions
Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages
Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team
Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team
Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our core customers

What we offer

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!

Fulltime

Customer Success Manager, High Touch

Intercom CSMs work with thousands of exciting customers from a variety of indust...

Location

United Kingdom , London

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization
Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams
Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
Ability to understand and communicate complex problems clearly and concisely to different audiences
Self-motivating and entrepreneurial team player
Experience building lasting relationships with customers and colleagues
Experience setting up and using SaaS Communication Products

Job Responsibility

Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary
Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements
Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions
Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages
Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team
Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team
Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our core customers

What we offer

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
Open vacation policy and flexible holidays so you can take time off when you need it
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
Cycle-to-Work Scheme
MacBooks are our standard, but we also offer Windows for certain roles when needed

Fulltime

Customer Success Manager, High Touch

Intercom CSMs work with thousands of exciting customers from a variety of indust...

Location

Ireland , Dublin

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization
Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams
Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
Ability to understand and communicate complex problems clearly and concisely to different audiences
Self-motivating and entrepreneurial team player
Experience building lasting relationships with customers and colleagues
Experience setting up and using SaaS Communication Products

Job Responsibility

Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary
Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements
Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions
Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages
Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team
Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team
Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our core customers

What we offer

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
Open vacation policy and flexible holidays so you can take time off when you need it
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

Fulltime

Customer Success Manager, High Touch - French Speaking

Intercom CSMs work with thousands of exciting customers from a variety of indust...

Location

United Kingdom , London

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization
Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams
Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
Ability to understand and communicate complex problems clearly and concisely to different audiences
Self-motivating and entrepreneurial team player
Experience building lasting relationships with customers and colleagues
Experience setting up and using SaaS Communication Products
Fluent French

Job Responsibility

Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary
Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements
Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions
Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages
Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team
Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team
Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our core customers

What we offer

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
Open vacation policy and flexible holidays so you can take time off when you need it
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

Fulltime

Customer Success Manager, High Touch - French Speaking

Intercom CSMs work with thousands of exciting customers from a variety of indust...

Location

Ireland , Dublin

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization
Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams
Experience establishing yourself as a trusted advisor with customer partners to guide outcomes
Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified
Ability to understand and communicate complex problems clearly and concisely to different audiences
Self-motivating and entrepreneurial team player
Experience building lasting relationships with customers and colleagues
Experience setting up and using SaaS Communication Products
Fluent French

Job Responsibility

Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle
Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary
Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements
Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions
Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages
Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team
Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team
Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our core customers

What we offer

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
Open vacation policy and flexible holidays so you can take time off when you need it
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

Fulltime

Key Customer Success Manager

Location

Australia , South Bank

Salary:

97375.00 - 116850.00 AUD / Year

Flight Centre Brand

Expiration Date

Until further notice

Requirements

Min 3 years extensive customer success/account management, ideally in the Travel & Tourism industry
Experience in managing large and complex customers
Ability to clearly articulate knowledge about products, services and value proposition to customers
Demonstrated ability to build multi-level relationships
Corporate B2B service experience

Job Responsibility

Identify opportunities for value added sales into existing customer base
Ensure fees are charged as per our CT agreement
Identify opportunities and strategies to drive turnover and revenue growth
Drive customer compliance and growth with directly procured products and services from CT, air, hotel, car, rail, ground transport, insurance and VIP Services
Conduct regular profit and loss reviews of customers
Work with national, regional, global CT teams to optimise contract opportunities
Ensure agreed customer deliverables are being met
High level understanding of customer commercial opportunities to maximise revenue
Communicate with customer at all levels
Engage with internal stakeholders including operations, finance and support to deliver value to customer

What we offer

Incentives
Super
Inclusive company culture
Great Place To Work certified
Equal Opportunity Employer
Individualised Learning & Development pathway options
Access to LinkedIn Learning
Exclusive Staff Discounts
Travel Discounts
Career opportunities across global brands

Fulltime

Customer Success Manager II

Customer Success Manager (CSM) is a key value to Customer is as a management par...

Location

United States of America , Durham

Salary:

71700.00 - 145300.00 USD / Year

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

5+ years recent experience with Customer Success with high touch engagements
A professional degree or equivalent experience and 7+ years related experience
Basic knowledge of one or more of the following technologies: Wireless, Networking, Cloud, Customer Success tools
Intermediate level skills with Microsoft Office applications
Demonstrated English verbal, written, and typing skills
Demonstrated ability to understand and communicate effectively with a customer at a low technical level and high management level
Team player and mentor
Account management skills are preferred
Demonstrated Program Management skills and high organizational skills required, PMP certification desired
ITIL/ITSM certification desired

Job Responsibility

Customer Success Manager (CSM) is a key value to Customer is as a management partner with the Customer and an integral part and extension of the Customer's IT management structure
Partners with the Customer to utilize industry best practices (ITIL/ITSM) to ensure that the team works with the Customer's IT service management team to help ensure that all other members of the Aruba/HPE service delivery team are fully knowledgeable about the Customer's critical IT services and business objectives
Promotes customer satisfaction within team, prevents customer dissatisfaction issues from occurring, and follows up on any satisfaction issues that arise
Builds positive working relationships with all members of the ARUBA/HPE team
Leverages experience and knowledge through information sharing
Responsible for the overall delivery of the Service to all assigned accounts
The CSM is the Customer's single IT management focal point for all service-related issues, technical escalations, and is the customer's remote service advocate within ARUBA/HPE
Effective at establishing overall goals, developing outcome focused CSP (Customer Success Plans), and action plans to achieve results, has a keen sense of what, when and how to communicate information to management and peers and the actions taken and possible solutions
Provides direction and leadership to the support team and peers based upon organization vision and strategic direction
Strives to make continuous improvements to key processes, seeks to meet business objectives while contributing to the overall success of the department/organization

What we offer

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion
The expected salary/wage range for this position is provided below
Variable incentives may also be offered

Fulltime

You'll transform grassroots product love into thriving team and enterprise accou...

Location

United States , New York

Salary:

125000.00 - 235000.00 USD / Year

Gamma

Expiration Date

Until further notice

Requirements

5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role, with a strong track record of meeting or exceeding retention and expansion goals
Startup experience, preferably at PLG companies managing the transition from self-serve to sales-assisted motion
Proven ability to manage both high-touch strategic accounts and scaled customer programs, with the resourcefulness to navigate ambiguity in a high-growth environment
Data-driven approach to customer health, with comfort discussing technical concepts like APIs and SSO with stakeholders
Active AI user who experiments with new tools and can articulate AI best practices to customers, with the range to context-switch between executive communications and hands-on user training

Job Responsibility

Own customer health, gross retention, and net dollar retention across your portfolio, with a focus on preventing churn before it happens
Design and lead onboarding and training programs for new accounts, ensuring successful deployment, deep product adoption, and internal champions who drive expansion
Build playbooks for common customer journeys and develop one-to-many programs that efficiently serve a growing customer base
Navigate complex stakeholder relationships and conduct executive business reviews that quantify Gamma's impact on customer workflows
Partner with Sales to identify and convert high-potential accounts, maintaining ownership of the customer relationship post-sale
Channel customer feedback to Product and Design on features and use cases that unlock enterprise value

What we offer

benefits
equity

Fulltime

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Customer Success Manager - High Touch

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