Description
We're looking for a Customer Success Manager, High Touch to join our team. As a Customer Success Manager, you will 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.
Your responsibilities will include developing a trusted advisor relationship with customers at the C-suite and executive level, guiding the customer and Intercom account teams to develop customer Success Plans, and being an expert and advisor on Intercom products and solutions.
You'll work with a variety of customer profiles, including C-Level contacts, executives, CX and Support leaders, and multi-layered global CX teams to support the successful adoption and expansion of their Intercom solution investment.
As a Customer Success Manager, you'll be responsible for:
- Developing trusted advisor relationships with customers at the C-suite and executive level
- Guiding the customer and Intercom account teams to develop customer Success Plans
- Being an expert and advisor on Intercom products and solutions
- Engaging with 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
- 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
- Being the Voice of the Customer to provide internal feedback on how Intercom can better serve our core customers
To be successful in this role, you'll need:
- 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
In return, we offer a competitive salary and equity in a fast-growing start-up, opportunities for professional growth and development, and a dynamic and supportive work environment.