Customer Success Manager, High Touch

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🕒 September 30, 2025

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intercom Inc,.

WebsiteLinkedInAll Job Openings

51 - 200 employees

In 1982, Intercom was established by 2 founders, IT engineer and registered accountant to develop PC-based advanced communication software.

📋 Description

• Develop a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value • Guide the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop Customer Success Plans, including QBRs, Executive Business Reviews, strategic planning sessions, and Churn Mitigation Plans • Maintain expertise in Intercom products and solutions 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 targeting high value accounts for AI products, driving change management and ensuring fulfillment of Intercom packages • Reduce churn and contraction through early risk identification, intervention, escalation, and mitigation in partnership with account teams • Act as a customer support industry and AI thought leader and share insights with the Solutions team • Serve as the Voice of the Customer to provide internal feedback on product and service improvements

🎯 Requirements

• 5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization • Experience with SaaS or Consumption-based Technology companies • Experience with SaaS business models and ability to support strategic and complex enterprise customer needs • Experience establishing yourself as a trusted advisor with customer partners to guide outcomes • Experience using Success Plans to ensure goals are aligned and success metrics identified • Ability to understand and communicate complex problems clearly and concisely to different audiences • Self-motivating and entrepreneurial team player • Experience building lasting relationships with customers and colleagues • Experience setting up and using SaaS Communication Products

🏖️ Benefits

• 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 • Regular compensation reviews • Pension scheme & match up to 4% • Life assurance • Comprehensive health and dental insurance for you and your dependents • Open vacation policy and flexible holidays • Paid maternity leave • 6 weeks paternity leave for fathers • Cycle-to-Work Scheme with secure bike storage • MacBooks provided (Windows available for certain roles)