Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform.
Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.
Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
Join us to help define and lead the AI revolution for customer service.
What's the opportunity?
We are seeking a Global Director to lead our Scaled Success and Strategic Programs organization. In this role, you will report directly to the VP, Solutions and Success, partnering closely with the global Customer Solutions leadership team (Sales Engineering, Professional Services, and Customer Success). You will lead a Senior Manager of Scaled CSM and build out various functions such as Voice of Customer and Digital Success as aligned to your vision. This role will partner with Sales and cross-functional leaders to develop and execute strategies that drive the success of our customers. You will be a part of the broader global Sales, Solutions, and Customer Success leadership team.
Working closely with Sales and other Solutions & Success teams, you will be responsible for ensuring the successful adoption, maturity, growth and retention across our customer base. You and your team will help define and drive key initiatives, processes, tools and programs regionally and across the Customer Success organization.
What will I be doing?
- As a senior leader in our Solutions & Success team, you will build, lead, and develop a world-class team of CSMs, Managers, and Program Managers that live Intercom’s values
- Develop and operationalize the Scale & Digital Customer Success and Strategic Programs (Voice of Customer, CAB, Champions, etc.) vision, strategy, initiatives, and tactics
- Deliver on global targets and key metrics through operational excellence
- Drive change globally and more broadly, marshaling and guiding resources to implement impactful, scalable solutions
- Help personally create customer wins, model customers, references, and case studies
- Prioritize investment of resources and efforts with customers
- Partner with teams and leaders across GTM such as Sales, Marketing, Solutions Engineering, Professional Services / Partnerships, and Support to create a seamless customer experience
- Collaborate effectively with Product and Engineering partners to drive success for our Customers and Intercom
- Contribute to the overall vision and strategy of the Solutions and Success organization
What skills do I need?
- 8+ years of experience overseeing customer success teams, with a focus on Scaled Customer Success, Digital / Programmatic engagement motions, and Customer Success programs
- Demonstrated experience leading innovative and creative programs to scale a business
- Demonstrated experience leading and working in a dynamic, high-performance environment
- Strong commitment to growing and developing managers and individual contributors with incredibly high standards
- Track record of efficiently delivering against risk & growth targets and KPIs with limited resources (customer adoption, maturity, consumption targets, retention)
- Proven success in establishing a clear vision and driving change within a Customer facing organization
- Customer-obsessed mindset that informs strategies, tactics, and execution
- Experience operationalizing risk mitigation and growth motions through adoption, maturity, and value
- Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end
- Excellent executive-level communication skills using data and metrics both with customers and internally
- Experience building executive relationships and driving/influencing change with customers across a diverse industries
- Diplomacy, tact, and poise under pressure when working through customer issues
Bonus skills & attributes
- Experience working in a usage-based / consumption business model
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
- 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
- Flexible paid time off policy
- 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.
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.
Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
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.
Gallery
