Customer Success Manager, High Touch

Who you are

You have a proven track record in customer success management, ideally with experience in SaaS or technology-driven environments — you understand the importance of building strong relationships with clients and guiding them through their journey with your product. You possess excellent communication skills, allowing you to articulate complex concepts clearly and effectively to diverse audiences.

Your analytical mindset enables you to assess customer needs and tailor solutions that drive product adoption and satisfaction — you are comfortable using data to inform your strategies and measure success. You thrive in collaborative settings, working closely with cross-functional teams to ensure customer feedback is integrated into product development.

You are proactive and solution-oriented, always looking for ways to enhance the customer experience and address potential challenges before they escalate — your ability to empathize with customers helps you understand their pain points and provide effective solutions. You are adaptable and can navigate the evolving landscape of customer needs and expectations, especially in the context of AI-driven products.

Desirable

Experience with AI products or customer service solutions is a plus — familiarity with Intercom's platform will give you an edge in understanding customer requirements and expectations. A background in project management or experience with methodologies that drive customer engagement and success will also be beneficial.

What you'll do

As a Customer Success Manager at Intercom, you will engage with a diverse portfolio of clients, helping them unlock the full potential of their investment in our AI Customer Service solutions. You will guide customers through their onboarding process, ensuring they understand how to leverage our tools effectively to enhance their customer service capabilities.

You will develop and implement customer engagement strategies that drive product adoption and solution expansion — your role will involve regular check-ins with clients to assess their satisfaction and identify opportunities for further collaboration. You will act as a trusted advisor, providing insights and best practices that help customers navigate challenges and achieve their goals.

You will collaborate closely with sales, product, and engineering teams to relay customer feedback and advocate for enhancements that improve the overall user experience. Your insights will be invaluable in shaping the future of our product offerings, ensuring they meet the evolving needs of our customers.

You will also track key performance indicators related to customer success, using data to inform your strategies and demonstrate the value of our solutions to clients. Your ability to analyze trends and customer behavior will help you proactively address potential issues and drive long-term growth.

What we offer

At Intercom, we are committed to fostering a culture of innovation and collaboration. You will have the opportunity to work with a talented team dedicated to transforming customer service through AI technology. We offer competitive compensation and benefits, along with opportunities for professional development and growth within the company.

You will be part of a mission-driven organization that values diversity and inclusion, encouraging you to bring your unique perspective to the table. We believe in empowering our employees to take ownership of their work and contribute to our collective success.

Join us at Intercom and be a part of a team that is setting the new standard for customer service, helping businesses deliver incredible experiences to their customers.