Strategic Customer Success Manager, High Touch

Intercom Agency - Chicago, IL

Full-time - Senior

Chicago, IL

Telecommunications

About the position

Intercom's Strategic Customer Success Managers (CSMs) work with the company's largest and most complex customers to maximize the value of their Intercom investment and enhance their customer service approach. The role involves building strong relationships with key customers, guiding them through their Intercom journey, and delivering methodologies that promote product adoption and long-term growth. CSMs act as trusted advisors, helping customers overcome challenges related to implementing and expanding AI products, while engaging with various customer profiles, including C-Level executives and global CX teams.

Responsibilities

• Develop a trusted advisor relationship with high-value customers at the C-suite and executive level.
• Guide customers and the Intercom account team to create Customer Success Plans, including QBRs and strategic planning sessions.
• Maintain expertise in Intercom products to drive customer adoption of relevant features.
• Engage customers to unlock early and sustained product adoption and success with Intercom Solutions.
• Develop and execute adoption strategies for high-value accounts focusing on AI products.
• Identify and mitigate churn risks through early intervention and collaboration with the account team.
• Identify growth opportunities for Intercom's AI products and forecast growth back to the business.
• Act as a thought leader in customer support and AI, sharing insights with customers and the Solutions team.
• Provide internal feedback as the Voice of the Customer to improve services for Strategic customers.

Requirements

• 8+ years of relevant work experience in customer success, account management, or strategic consulting.
• Experience in SaaS or consumption-based technology companies is beneficial.
• Ability to support strategic and complex enterprise customer needs resulting in value realization across global teams.
• Proven experience establishing trusted advisor relationships with customer partners.
• Experience using Success Plans to align business strategy and identify success metrics.
• Strong communication skills to convey complex problems clearly to various audiences.
• Self-motivated and entrepreneurial team player.
• Experience building lasting relationships with customers and colleagues.

Benefits

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!