Work for one of our portfolio companies

Customer Success Manager



Dublin, Ireland
Posted on Thursday, February 8, 2024

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. We live by our six company values everyday: Success First, Customer Obsessed, Incredibly High Standards, Open Mindedness, Resilience, Impatience, and Positive & Optimistic. They are stitched into the way we work, interact with others, and hold ourselves accountable. We’re eager to hire individuals who are passionate about our mission, deeply aligned with our values, and are excited to help shape the future of customer service.

What's the opportunity? 🤔

As a Customer Success Manager you’ll act as a trusted advisor to Intercom's most strategic accounts, acting as their expert point of contact for all things product - ensuring these customers are getting value from our suite of products by solving their business problems. You’ll work to deliver the best possible experience to our most important customers by managing product implementations, account reviews, training and on occasion, going onsite to visit them face to face. You’ll assume the position as a leader on the team, spending time coaching and mentoring others, proactively suggesting, designing and implementing new processes that will help the entire team deliver more value to our customers in a consistent way. If you want to see tangible results of your efforts manifest in product activation, if you want to help make business personal for our biggest customers and you want to work with an ever growing and changing team, you’ll find a home as a Customer Success Manager at Intercom.

What will I be doing? 🚀

  • You’ll manage a book of up to 60+ accounts, with the objective of driving customer’s product adoption and retention.
  • You’ll be a product expert and strategic consultant, understanding how Intercom can solve business problems.
  • You’ll partner closely with our Sales team, to drive the best customer experience possible.
  • You’ll develop and implement new processes that will shape how the wider Customer Success team at Intercom operates.
  • You’ll work closely with R&D, acting as an internal spokesperson for our most strategic customers.
  • You’ll mentor and coach other’s on the team, to develop their core skills and help ensure success with their customers.
  • On occasion you'll travel for face to face meetings with your customers.

What skills do I need? 📖

  • 4+ years experience working as a Customer Success Manager or in a customer facing role
  • A proven track record of high performance
  • Ability to understand and communicate complex problems clearly and concisely to different audiences
  • Self-motivating and entrepreneurial team player
  • Experience building lasting relationships with customers and colleagues
  • Experience setting up and using SaaS Communication Products
  • Great examples of self-started projects

Bonus skills & attributes 🙌

  • Experience using Intercom

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!
  • Pension scheme & match up to 4%
  • 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 also offer Windows for certain roles when needed.

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

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.

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