Startup Community Manager

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform. 

Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.  

Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. 

Join us to help define and lead the AI revolution for customer service.

What's the opportunity? 

Intercom is seeking a passionate and dynamic Startup Community Manager to drive our growth and brand awareness in the startup ecosystem. This role is critical to fostering our startup community, connecting with founders, and establishing Intercom as the essential customer service platform for early-stage companies. Intercom's startup programs are a core engine of growth, attracting thousands of top global startup customers over the last 8 years.

As the Startup Community Manager, you'll create engaging events and experiences, build and nurture relationships with startup ecosystem partners, and help establish Intercom as the primary customer service solution for startups. You'll work closely with the Startups team as part of the Go To Market (GTM) function to develop impactful community initiatives that drive growth and help our startup customers be successful. 

What will I be doing?

Community Building & Engagement:

• Design and execute a comprehensive community strategy to engage founders and startup teams through events, content, and direct outreach
• Create and manage a vibrant online community of startup founders and teams using Intercom
• Develop opportunities for peer-to-peer learning and networking within the startup community
• Identify and nurture relationships with community champions and advocates

Events & Programming:

• Plan and manage in-person and virtual events targeting startup audiences across major startup hubs
• Collaborate with startup partners (VCs, accelerators & tech alliances) to drive joint brand visibility in key communities
• Create engaging webinars, workshops, and other educational content that brings value to startup customers
• Build pre-event, event, and post-event campaign strategies to engage prospects and customers at each touchpoint
• Measure and optimize event impact using data-driven insights and community feedback

Community Growth

• Accelerate customer adoption by identifying and removing friction, running onboarding office hours, and building scalable programs
• Identify, engage, and share best practices with founders to uncover customer needs and trends
• Track community health metrics and provide regular reporting on community growth and engagement
• Provide best-in-class training and education to help startups succeed with Intercom

Cross-functional Collaboration:

• Work closely with across the GTM teams to amplify startup customer experiences
• Represent the voice of the startup community internally to influence product and programs
• Collaborate on content creation that resonates with the startup audience
• Ensure a cohesive and coordinated approach to community initiatives

What skills do I need?

• 3+ years of experience in community building, events production, and management, preferably within the startup ecosystem
• Exceptional communication and interpersonal skills, with a talent for building and nurturing relationships
• Strong understanding of the startup journey and unique challenges faced by early-stage companies
• Experience planning and executing successful in-person and virtual events
• Data-driven approach to measuring community engagement and success
• Detail-oriented with the ability to manage multiple projects simultaneously
• Self-starter with drive to succeed in a quickly changing business environment
• Outstanding cross-group collaboration, interpersonal, verbal and written communication skills
• Collaborative team player who can effectively engage cross-functional teams
• Self-motivated, organized, and capable of thriving in a fast-paced, dynamic environment
• Authentic relationship building skills and extremely self-motivated and success-driven

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