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For Companies At a Glance
- Tasks: Help customers maximise their Intercom experience and drive product adoption.
- Company: Intercom is a leading AI Customer Service company transforming customer experiences globally.
- Benefits: Enjoy competitive salary, flexible holidays, health insurance, and a hybrid working model.
- Why this job: Join a dynamic team, build relationships, and make a real impact in customer success.
- Qualifications: 5+ years in customer success or account management, preferably in SaaS.
- Other info: We value diversity and foster an open, accepting culture.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join to apply for the Customer Success Manager, High Touch role at Intercom.
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin enables always-on, excellent customer service and can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI‑enhanced support for complex or high‑touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets the new standard for customer service. Driven by our core values, we push boundaries, move with speed, and deliver value to our customers.
What’s the opportunity?
Intercom CSMs work with thousands of customers across industries to help them realize the full value of their Intercom investment. You’ll guide customers toward early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long‑term growth. As a CSM, you’ll build relationships and guide customers through their journey, delivering value realization through proactive and programmatic customer engagement and best practices. You’ll use your solution expertise to enable customers to overcome challenges implementing and growing our AI products and act as a trusted advisor to the changes those customers need to make. You’ll work with a variety of customer profiles including C-suite executives and multi-layered global CX teams to support successful adoption and expansion of their Intercom solution investment.
Responsibilities
- 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 throughout their lifecycle.
- 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 when necessary.
- Be an expert and advisor, maintaining deep knowledge of Intercom products and solutions to drive adoption of the most relevant features for each customer’s needs.
- 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 our 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 your account team.
- Be a customer success thought leader, sharing insights with customers and scaling those insights to benefit the Solutions team.
- Act as the Voice of the Customer by providing internal feedback to help Intercom better serve core customers.
Qualifications
- 5+ years of relevant work experience in customer-facing roles (customer success, account management, or strategic consulting). SaaS or consumption-based tech experience is beneficial.
- Experience with SaaS business models and supporting strategic and complex enterprise customer needs across global teams to realize value.
- Proven ability to establish trust and become a trusted advisor with customer partners.
- Experience using Success Plans to align goals with business strategy and define success metrics.
- Ability to understand and communicate complex problems clearly to different audiences.
- Self-motivated, 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 startup
- Lunch provided on weekdays, plus snacks and a fully stocked kitchen
- Regular compensation reviews
- Pension scheme with up to 4% match
- Comprehensive health and dental insurance for you and your dependents; life assurance
- Open vacation policy and flexible holidays
- Paid maternity leave and 6 weeks paternity leave
- Cycle-to-Work Scheme with secure bike storage
- MacBooks standard; Windows available for some roles
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture. We avoid divisive topics to foster a safe and cohesive work environment. Our policy is to not advocate on behalf of the company or our employees on any social or political topics in internal or external communications. We respect personal opinion and expression on personal time and do not challenge or confront non-work-related views. Our goal is to focus on doing incredible work to achieve our goals and live by our core values. Intercom values diversity and is committed to Equal Employment Opportunity. Intercom will not discriminate on the basis of race, color, religion, creed, national origin, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected status under law.
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Company details
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Other
- Industries: Technology, Information and Internet
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Customer Success Manager, High Touch employer: Intercom
Contact Detail:
Intercom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager, High Touch
✨Tip Number 1
Familiarise yourself with Intercom's products and services, especially their AI solutions. Understanding how these tools can enhance customer experiences will help you engage effectively with potential clients and demonstrate your expertise during interviews.
✨Tip Number 2
Network with current or former Customer Success Managers at Intercom or similar companies. They can provide valuable insights into the role and the company culture, which can help you tailor your approach when applying.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships in the past. Highlighting your experience in driving product adoption and reducing churn will resonate well with the hiring team.
✨Tip Number 4
Stay updated on industry trends related to customer success and AI technology. Being knowledgeable about the latest developments will position you as a thought leader and show your commitment to the field during discussions.
We think you need these skills to ace Customer Success Manager, High Touch
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, account management, or strategic consulting. Emphasise your ability to build relationships with C-level executives and your familiarity with SaaS business models.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role at Intercom. Discuss how your skills align with their mission to enhance customer experiences and provide specific examples of how you've driven product adoption and customer success in previous roles.
Showcase Your Problem-Solving Skills: Intercom values the ability to communicate complex problems clearly. Include examples in your application that demonstrate your problem-solving skills and how you've successfully guided customers through challenges in the past.
Highlight Your Industry Knowledge: Mention any experience you have with AI products or customer support industries. This will show that you understand the context in which Intercom operates and can contribute valuable insights as a thought leader.
How to prepare for a job interview at Intercom
✨Understand the Customer Journey
Familiarise yourself with the Intercom customer journey and how it aligns with the role of a Customer Success Manager. Be prepared to discuss how you can help customers realise the full value of their investment in Intercom's solutions.
✨Demonstrate Your Advisory Skills
Showcase your ability to build trusted advisor relationships, especially with C-suite executives. Prepare examples from your past experiences where you've successfully guided clients through challenges and helped them achieve their goals.
✨Highlight Your SaaS Experience
Since the role requires experience in SaaS or consumption-based technology, be ready to discuss your relevant work history. Emphasise any specific strategies you've implemented that led to successful product adoption and customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage customer relationships. Think of situations where you've identified risks early and how you intervened to mitigate churn or enhance customer engagement.
