Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What's the opportunity?
We are seeking a Scaled Customer Success Manager to join our global Success Management organization. You’ll work with a wide variety of customers, acting as an expert point of contact for all things product and usage - helping them implement Intercom’s suite of tools in a way that solves their business’s biggest problems. You’ll use technology alongside face-to-face meetings to deliver the best possible experience to our customers. You will also be uniquely positioned to design and implement new processes as we build out this new team aimed to deliver more value to more of our customers.
If you want to join an innovative team, working with Intercom Customers across multiple segments and industries, you’ll find your home as a Scaled Customer Success Manager at Intercom.
What will I be doing?
- You’ll engage customers with a goal of driving deep product adoption
- You’ll leverage technology to drive positive outcomes for our customers
- You’ll develop, test, and iterate on scaled playbooks and engagement strategies
- You’ll be in charge of driving implementation projects with your customers
- You’ll partner closely with Sales to drive the best customer experience possible
- You’ll be deeply involved in shaping what Scaled Customer Success looks like at Intercom
- You’ll work closely with R&D, acting as an internal spokesperson for our customers
What skills do I need?
- 2+ years experience working in a customer-facing organization
- A proven track record of adding real value at a dynamic and fast growth company
- Ability to understand and communicate complex problems clearly and concisely to different audiences
- Self-motivating and entrepreneurial team player
- A keen interest in designing, developing, and sending content to customers
- Experience building lasting relationships with customers and colleagues.
- Experience setting up and using SaaS products
Benefits
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- Catered lunch every weekday, plus a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Flexible paid time off policy
- Healthcare stipend towards private health insurance for you and your partner/spouse
- MacBooks are our standard, but we also offer Windows for certain roles when needed
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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Top Skills
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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