# Customer Success Manager, High Touch **Company**: Intercom **Location**: London, England **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Sales **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/intercom/jobs/7157535?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_55228ddb-704 ## Description We're looking for a Customer Success Manager, High Touch to join our team. As a Customer Success Manager, you'll work with thousands of exciting customers from various industries to help them realize the full value of their Intercom investment. You'll engage customers to unlock early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long-term growth. Key responsibilities include: - Developing 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. - Guiding 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. - Being 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. - Engaging with your customers to unlock early and sustained product adoption and success with Intercom Solutions. - Developing and executing adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages. - Reducing churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with your account team. - Being a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team. Requirements include: - 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. Benefits include: - 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! - Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated. - 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. ## Skills ### Required - customer-facing customer success - account management - strategic consulting - SaaS business models - complex enterprise customer needs - Value Realization - Success Plans - communication - self-motivating - entrepreneurial team player - lasting relationships - SaaS Communication Products --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7157535?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)