Manager, Scaled Relationship Management (EMEA)

Join Intercom as a Manager for our Scaled Relationship Management team in EMEA. This is a high-impact, first-line leadership position focused on driving growth and retention across a broad and diverse portfolio of Intercom's customers.

The Scaled RM team is the engine of our high-velocity customer business. You will lead a team of Relationship Managers who specialize in delivering value to a large volume of customers through a blend of high-touch outreach and scaled digital-first engagement strategies, to ensure our customers experience the full value of our industry-leading AI solutions.

Key responsibilities include:

• Leading and developing a high-performing team of EMEA Scaled Relationship Managers, coaching them to provide world-class service and grow revenue through renewals, cross-sells, and up-sells

• Driving operational excellence at scale, innovating on processes and playbooks to manage a high volume of accounts efficiently

• Translating high-level strategy into actionable goals for the scaled segment, focusing on territory plans that maximize impact across a large customer base

• Driving accuracy in revenue forecasting and team performance metrics, ensuring the team consistently meets or exceeds growth targets

You will need:

• 5+ years of experience in achieving and exceeding individual contributor goals in a revenue-owning and closing role within a SaaS or AI organisation

• At least 1 year of experience managing a team of individual contributors

• A strong operational mindset with a proven track record of designing and implementing scalable processes for high-volume environments

• Passion for coaching and developing people, with the ability to lead a team through a high-growth, fluid environment

• Excellent written and verbal communication skills, suitable for engaging with executives, internal stakeholders, and a broad customer base

• Familiarity with Command of the Message and MEDDPICC (or similar sales methodology)

• Genuine excitement for AI and its transformative potential in customer service