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  • Customer Success Manager (scale)

Customer Success Manager (scale)

Customer Service · Dublin, Ireland

Job description

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.ĚýĚý

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 Scaled Customer Success Manager to join our global Success Management organization. In this role, you will report directly to the Global Leader of Scaled Success and partner closely with our Sales team. 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

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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.

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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 .ĚýĚý

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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