Senior Manager, Customer Success

Who you are

You have over 5 years of experience in customer success or a related field, demonstrating a strong ability to lead teams and drive customer satisfaction. Your background includes hiring and developing high-performing teams, and you excel at building relationships with clients to ensure they achieve their business goals. You understand the importance of customer feedback and use it to improve service delivery and product offerings. You are data-driven, using metrics to assess team performance and customer engagement, and you have a knack for identifying opportunities for growth within existing accounts. Your leadership style is collaborative, and you thrive in environments where you can mentor and support your team members.

Desirable

Experience with AI-driven customer service solutions is a plus, as is familiarity with the Intercom platform. You may have worked in fast-paced tech environments and have a track record of successfully managing customer success initiatives that resulted in increased retention and revenue. You are comfortable with change and can adapt strategies to meet evolving customer needs.

What you'll do

As the Senior Manager of Customer Success at Intercom, you will lead a team of Customer Success Managers, ensuring they deliver exceptional service to our clients. You will be responsible for developing and executing strategies that enhance customer engagement and satisfaction, directly impacting revenue growth and retention rates. You will work closely with cross-functional teams, including sales and product development, to align customer needs with business objectives. Your role will involve setting performance metrics for your team, conducting regular reviews, and providing coaching to help them achieve their goals. You will also be instrumental in identifying upsell opportunities and ensuring that customers are leveraging the full capabilities of the Intercom platform. Your leadership will foster a culture of continuous improvement and customer-centricity within the team.

What we offer

Intercom offers a dynamic work environment where innovation and collaboration are at the forefront. You will have the opportunity to work with cutting-edge AI technology and contribute to shaping the future of customer service. We provide competitive compensation and benefits, along with opportunities for professional development and career advancement. Our culture emphasizes teamwork, and we encourage you to apply even if your experience doesn't match every requirement. Join us in our mission to transform customer experiences for businesses around the world.