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Manager, Customer Success
1 week ago
What's the opportunity?We're expanding our Customer Success organisation at Intercom.
Our Customer Success team drives growth by ensuring that our customers most effectively use Intercom to reach their business goals.
As a Manager of our EMEA High-Touch Customer Success team at Intercom, you will be responsible for and leading a team of world-class Customer Success Managers.
In this role, you will hire and develop a team of Customer Success Managers (CSMs) to act as trusted advisors who deliver unmatched value to our customers and foster long-term partnerships.
Your leadership will be key in driving customer outcomes with business objectives, directly impacting revenue expansion and retention.
What will I be doing?You will hire, manage, and develop our EMEA High-Touch Customer Success team.You will foster a healthy culture of continuous learning, accountability, and excellence on your team.
You will act as a bastion of Intercom's values.You will 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.You will internally 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.You will proactively forecast, track, and report on KPIs related to growth and retention across your portfolio.You will leverage data insights to inform strategies and optimize team performance.You will look for new and innovative ways to drive the success of our customers.What skills do I need?2+ years of experience in a leadership role within Customer Success, Account Management, or a related field5+ years of experience as a CSM, Account Manager, or related customer-facing role at a B2B technology companyDemonstrated success in driving revenue growth and achieving portfolio targetsA passion for teaching, developing, and growing othersExceptional relationship-building and communication skills with cross-functional partners such as regional sales leadership and product/engineering teams to drive positive customer outcomes, as well as customers in the Small Business, Mid-Market, and Key Account segmentsAbility to identify, analyze, and find creative solutions to complex problemsAble to drive clarity for their team amid shifting priorities and competing initiativesCapable of handling competing priorities and projects in a fast-paced environmentHigh energy, self-starter comfortable with ambiguity in entrepreneurial environmentsAbility to identify bottlenecks within internal processes, as well as design/implement repeatable and scalable solutionsBenefitsWe 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-upWe serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchenRegular compensation reviews - we reward great workPension scheme & match up to 4%Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependentsFlexible paid time off policyPaid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved onesIf you're cycling, we've got you covered on the Cycle-to-Work Scheme.
With secure bike storage tooMacBooks are our standard, but we also offer Windows for certain roles when needed.
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