Global Director, Customer Success Scaled and Strategic Programs

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity? 

We are seeking a Global Director to lead our Scaled Success and Strategic Programs organization. In this role, you will report directly to the VP, Solutions and Success, partnering closely with the global Customer Solutions leadership team (Sales Engineering, Professional Services, and Customer Success). You will lead a Senior Manager of Scaled CSM and build out various functions such as Voice of Customer and Digital Success as aligned to your vision. This role will partner with Sales and cross-functional leaders to develop and execute strategies that drive the success of our customers. You will be a part of the broader global Sales, Solutions, and Customer Success leadership team.

Working closely with Sales and other Solutions & Success teams, you will be responsible for ensuring the successful adoption, maturity, growth and retention across our customer base. You and your team will help define and drive key initiatives, processes, tools and programs regionally and across the Customer Success organization.    

What will I be doing? 

• As a senior leader in our Solutions & Success team, you will build, lead, and develop a world-class team of CSMs, Managers, and Program Managers that live Intercom’s values
• Develop and operationalize the Scale & Digital Customer Success and Strategic Programs (Voice of Customer, CAB, Champions, etc.) vision, strategy, initiatives, and tactics
• Deliver on global targets and key metrics through operational excellence
• Drive change globally and more broadly, marshaling and guiding resources to implement impactful, scalable solutions
• Help personally create customer wins, model customers, references, and case studies
• Prioritize investment of resources and efforts with customers
• Partner with teams and leaders across GTM such as Sales, Marketing, Solutions Engineering, Professional Services / Partnerships, and Support to create a seamless customer experience 
• Collaborate effectively with Product and Engineering partners to drive success for our Customers and Intercom
• Contribute to the overall vision and strategy of the Solutions and Success organization

What skills do I need? 

• 8+ years of experience overseeing customer success teams, with a focus on Scaled Customer Success, Digital / Programmatic engagement motions, and Customer Success programs
• Demonstrated experience leading innovative and creative programs to scale a business
• Demonstrated experience leading and working in a dynamic, high-performance environment
• Strong commitment to growing and developing managers and individual contributors with incredibly high standards
• Track record of efficiently delivering against risk & growth targets and KPIs with limited resources (customer adoption, maturity, consumption targets, retention)
• Proven success in establishing a clear vision and driving change within a Customer facing organization 
• Customer-obsessed mindset that informs strategies, tactics, and execution 
• Experience operationalizing risk mitigation and growth motions through adoption, maturity, and value
• Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end
• Excellent executive-level communication skills using data and metrics both with customers and internally
• Experience building executive relationships and driving/influencing change with customers across a diverse industries
• Diplomacy, tact, and poise under pressure when working through customer issues

Bonus skills & attributes 

• Experience working in a usage-based / consumption business model

Benefits 

We are a well-treated bunch, with awesome benefits! If there’s something important to