What's the opportunity? 🤔

Our Vice President, Customer Success and Solutions is a strategic member of our senior leadership team. Reporting directly to our SVP of Global Sales, this leader / they will own the strategy and delivery of global customer success at Intercom. The VP, Customer Success and Solutions will define and be accountable for how Intercom customers achieve success & strong ROI with our platform including usage, onboarding, adoption and renewal. Overall, this leader will own and guide our efforts in discovery, customer advocacy, and account growth.

What will I be doing? 🚀

• Partner with the SVP of Global Sales to evolve and manage the global customer success and solutions function, including Customer Success Managers, Sales Engineering (pre-sales), Onboarding, and Professional Services
• Drive customer successful outcomes & strong ROI including increasing product adoption, expansion, advocacy and renewal rates while reducing churn
• Attract and manage best-in-industry talent, fostering collaboration across the team, identifying development and learning opportunities and coaching team members to uncover their highest potential
• Serve as the senior leader coordinating Intercom’s response to customer escalations
• Track and report on key team metrics to inform SVP and CEO decision-making
• Develop frameworks and engagement models that optimize customer success, team staffing and overall customer engagement
• Partner with the VP, Customer Support to maximize effectiveness across organizations in service to our customers
• Identify key trends in customer experience and health metrics in order to refine how we serve our customers. Work closely with our R & D team to provide feedback and insights to improve product strategy
• Partner with the Customer Education team to ensure customer adoption as we enable their success on the platform
• Collaborate with Marketing to celebrate customers' success through advocacy and cross-customer interactions

What skills do I need? 📖

• 15+ years experience in Software-as-a-Service (SaaS)
• 10+ years leading customer success teams for technical products with small business and mid-market customers
• 2nd or 3rd line leadership experience leading large multinational or global teams
• Ideally has familiarity with PLG/PLS motion.
• Consistent overachievement of goals and targets
• Experience implementing and driving usage, adoption and renewals
• Exceptional cross-organization collaboration and communication skills. Strong executive presence, influencing skills, presentation skills, and business insight.
• Strong SMB customer experience with the ability to communicate effectively with customers at the executive level as needed
• A demonstrable desire for innovation, continuous learning, and improvement
• Demonstrated ability to manage multiple, critical projects is required.
• Ability to work in a fast-paced, reactive, changing, and results-oriented atmosphere
• Proven success working within a highly matrixed organization and establishing strong relationships across the organization
• Develop internal relationships with executive leadership, key stakeholders, and peers in other functions
• Strong track record of recruiting, developing, engaging, and retaining a high performing customer success organization
• The ability to see the big picture without losing sight of the details; the ability to inspire a team to drive consistent excellence
• Experience thriving in a high growth, global software company

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 meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Open vacation policy and 10 corporate holidays
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!