Strategic Customer Success Manager, High Touch

$185,000 - $215,000/Yr

Intercom Agency

Full-time - Mid Level

Remote

101-250 employees

Telecommunications

About the position

The Strategic Customer Success Manager (CSM) at Intercom is responsible for working with the company's largest and most complex customers to ensure they realize the full value of their investment in Intercom's AI-driven customer service platform. This role involves building strong relationships with key customer stakeholders, guiding them through their customer journey, and delivering methodologies that drive product adoption and long-term growth. The CSM acts as a trusted advisor, helping customers overcome challenges and achieve their goals through proactive engagement and best practices.

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 develop Customer Success Plans, including QBRs and strategic planning sessions.
• Maintain expertise in Intercom products to drive customer adoption of relevant features.
• Engage with customers to unlock early and sustained product adoption and success with Intercom Solutions.
• Develop and execute adoption strategies targeting high value accounts for AI products.
• Reduce churn through early risk identification and mitigation in partnership with the account team.
• Identify growth opportunities for Intercom's AI products and forecast that 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 on how Intercom can better serve Strategic customers.

Requirements

• 8+ years of relevant work experience in customer success, account management, or strategic consulting, preferably in SaaS or technology companies.
• Experience with SaaS business models and supporting complex enterprise customer needs.
• Proven ability to establish trusted advisor relationships with customer partners.
• Experience using Success Plans to align business strategy and success metrics.
• Strong communication skills to convey complex problems clearly to different 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!