Customer Success Manager, High Touch

• 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

• 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

SaaS or Consumption-based Technology companies experience a benefit

• 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