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VP, Customer Success and Solutions



Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Tuesday, September 12, 2023

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? 🤔

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!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $252,000 - $340,960. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

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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