Manager, Relationship Managers

What's the opportunity?

The role will lead a team of Relationship Managers primarily responsible for expansion and retention of our existing customer base in the EMEA Region. This person will be responsible for strategy, planning, building, and running a highly performing team as we deepen our relationship with our fast growing customer base. Goals are focused on creating a world class customer renewals and expansion business with a focus on Fin.

We are looking for a highly effective leader that excels at attracting and developing talent, inspiring others, and working across functions to build efficient and customer-centric processes. This leader will also play a critical role in developing and executing our value-led sales strategy.

You will own a book of business covering our Top Accounts in EMEA with responsibility to engage, manage, support and grow this business. Working closely with our Customer Success, Engineering, Product, Onboarding, Support and Sales Teams you will ensure our customers are achieving their objectives using the Intercom Platform.

For this big challenge, we are looking for an innovative, agile, and resilient sales leader to help us write the next chapter in the AI-first customer support space.

What will I be doing?

You will build and be responsible for recruiting, coaching and developing a diverse team of Relationship Managers.

- Sales Strategy Execution: Work with senior leadership to define and implement effective sales strategies for the EMEA Midmarket segment.
- Sales planning and execution: Oversee the development of sales plans and tactics that align with company goals and regional market dynamics.
- Pipeline and revenue: Monitor the pipeline of opportunities & renewals to ensure timely and effective follow-ups, deal closures, and revenue growth.
- Book of business ownership: Own and understand your book of business - driving expansion through cross sell and upsell whilst managing retention.
- Data-driven outreach: Build data driven outreach programs based on customer behaviour and white space opportunities.
- Strategy to execution: Contribute to and translate company strategy into actionable, measurable team and individual goals.

- Performance Management: Setting standards of excellence and inspiring the team to do their best work, continue growing, and execute at a high level.
- Performance metrics: Set clear performance expectations and key performance indicators (KPIs) for the Relationship Management team.
- Tracking & insights: Track individual and team performance using CRM tools and reporting dashboards.
- Optimization: Analyze sales metrics and provide insights to optimize processes, identify trends, and forecast revenue.

- Cross-Functional Collaboration: Partner with marketing, product, and customer success teams to develop tailored go-to-market strategies and ensure seamless customer experiences.
- Collaboration with activation teams: Engage closely with the Customer Success and Onboarding team to ensure Customer Activation and Onboarding.
- Feedback to leadership: Provide frequent insights and constructive feedback to Senior Leadership to shape future direction of the company.

- Customer Focus: Maintain a strong understanding of customer needs and market trends to support the team in closing deals.
- Voice of the customer: Act as the voice of the customer internally ensuring their perspectives, challenges, and priorities are represented across product, marketing, and leadership discussions.
- Communication on AI strategy: Keep customers informed and confident in Intercom’s evolving AI strategy, proactively communicating updates, use cases, and how our direction aligns with broader industry shifts.
- Go-to-market alignment: Partner closely with Product and Marketing to ensure customer-facing teams are equipped with clear, timely messaging around AI developments and platform capabilities.
- Thought leadership with customers: Identify opportunities to educate customers on emerging trends, hosting sessions or sharing insights that position Intercom as a trusted advisor in customer communication and automation.

What skills do I need?

- 2+ years experience managing a team of client-facing sales or account management organization
- Previous experience in an Account Management function, interfacing with existing clients as an Individual Contributor or Manager
- Proven experience–and passion for–teaching and developing talent
- Experience developing GTM strategy, building and executing operational plans
- Successful track record of designing, implementing, and validating processes and programs
- A builder of businesses, with the ability to attract and develop the best talent in the industry
- Excellent communication skills across a variety of mediums (written, verbal, presentation, and interpersonal)
- Exemplary sales fundamentals, understanding of different sales frameworks and tools
- Adaptive, with the ability to balance short term and long term priorities

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

- 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’re happy to get you whatever equipment helps you get your job done

- Relocation support for those moving to our offices

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 three 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. 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.

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