Customer Success Manager, High Touch

Who you are

You have a proven track record in customer success management, ideally with experience in technology or SaaS environments — you understand the nuances of customer journeys and how to guide clients through their challenges. Your relationship-building skills are exceptional, allowing you to connect with customers and understand their needs deeply. You are adept at delivering methodologies that drive product adoption and solution expansion, ensuring customers achieve their desired outcomes. You thrive in a collaborative environment, working closely with cross-functional teams to deliver value to customers. Your analytical mindset enables you to assess customer engagement metrics and adjust strategies accordingly. You are passionate about helping customers succeed and are committed to providing them with the best possible experience.

What you'll do

As a Customer Success Manager at Intercom, you will engage with a diverse range of customers, helping them unlock the full potential of their investment in our AI-driven customer service solutions. You will proactively reach out to customers to ensure they are realizing value from our products, guiding them through implementation and addressing any hurdles they may encounter. Your role will involve developing and executing customer engagement strategies that foster long-term relationships and drive product adoption. You will leverage your expertise in customer success methodologies to deliver tailored solutions that meet the unique needs of each client. Collaborating with sales, product, and support teams, you will ensure a seamless customer experience from onboarding through to ongoing support. You will also analyze customer feedback and engagement data to identify opportunities for improvement and expansion of our services. Your success will be measured by customer satisfaction, retention rates, and the overall growth of customer accounts.

What we offer

At Intercom, we are committed to creating an inclusive and supportive work environment. We offer competitive compensation packages, including benefits that promote work-life balance and personal well-being. You will have the opportunity to work with a talented team dedicated to pushing the boundaries of customer service technology. We encourage you to apply even if your experience doesn't match every requirement — we value diverse perspectives and backgrounds. Join us in our mission to transform customer experiences through innovative AI solutions.