Customer Success Team Lead

7 days ago


Dublin, Dublin City, Ireland Intercom Full time

At Intercom, we're looking for a seasoned professional to lead our EMEA High-Touch Customer Success team. As a Manager of this team, you will be responsible for driving growth by ensuring that our customers achieve their business goals. You will hire and develop a team of world-class Customer Success Managers (CSMs) who deliver unmatched value to our customers and foster long-term partnerships.

Main Responsibilities
  • Hire, manage, and develop our EMEA High-Touch Customer Success team.
  • Foster a culture of continuous learning, accountability, and excellence on your team. Act as a bastion of Intercom's values.
  • Motivate your team to build trusted customer relationships and deliver clearly-defined value in the pursuit of consistent revenue growth.

You will personally own customer relationships to build rapport and strengthen bonds with our customers; you will also serve as an escalation point to resolve customer challenges. Internally, you will influence cross-functional partners to ensure we are driving positive customer outcomes. You will effectively represent and advocate for the needs and opportunities of customers within your portfolio.

About You
  • 2+ years of experience in a leadership role within Customer Success, Account Management, or a related field.
  • 5+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology company.
  • Demonstrated success in driving revenue growth and achieving portfolio targets.
  • A passion for teaching, developing, and growing others.


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