Manager, EMEA Customer Success

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. 

What's the opportunity? 

We’re expanding our Customer Success organisation at Intercom! Our Customer Success team works to ensure our customers are using Intercom most effectively to reach their business goals.  As a Manager of our EMEA Customer Success team at Intercom, you will be responsible for and leading a team of world-class Customer Success Managers.  You will be responsible for ensuring that all team members are consistently delivering high-quality customer deliverables that directly address customer pain and emphasize Intercom’s unique value propositions.

 

What will you be doing? 🚀

• You’ll hire, manage, coach and inspire our EMEA Customer Success team based in Dublin
• You’ll be actively engaged with customer projects, acting as a player/coach
• You’ll work alongside Sales leadership to ensure we are serving our clients in the best possible way
• You’ll create a healthy culture on your team and act as a bastion of Intercom’s values
• You will look for new and innovative ways to drive the Success of our client base 

 

What skills do you need? 📖

• 2+ years of experience managing a team
• 5+ years of experience as a CSM, Account Manager or related customer facing role at a B2B technology company.
• Proven track record of working with customers to drive success aligned with business goal successfully working with customers across Small Business, Midmarket, and Key Account segments.
• Track record of working closely with regional sales leadership and partnering with product and engineering teams to resolve customer issues and drive product improvements.
• A passion for teaching, developing and growing others 
• Strong customer-facing, cross-functional, relationship-building skills
• Ability to identify, analyze and find creative solutions to complex problems
• Capable of handling competing priorities and projects in a fast paced environment 
• High energy, self-starter comfortable with ambiguity in entrepreneurial environments
• Ability to identify bottlenecks within internal processes, and recommend solutions

Benefits 😍

We 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-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays so you can take time off when you need it
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

 

 

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

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