Customer Success Manager, High Touch

Intercom
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Trusted advisor","Communication","Problem-solving","Self-motivation","Relationship building"]

Own strategic relationships with Intercom’s highest-value customers to ensure they realize maximum value from their Fin investment across the customer lifecycle. Lead customer success plans and executive business reviews, guide adoption of the most relevant AI features, and partner with internal account teams to mitigate churn and identify expansion opportunities. Act as a trusted advisor and voice of the customer to share insights that improve products for strategic accounts.

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Intercom
Intercom
1 day ago

Customer Success Manager, High Touch

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Job Summary

Own strategic relationships with Intercom’s highest-value customers to ensure they realize maximum value from their Fin investment across the customer lifecycle. Lead customer success plans and executive business reviews, guide adoption of the most relevant AI features, and partner with internal account teams to mitigate churn and identify expansion opportunities. Act as a trusted advisor and voice of the customer to share insights that improve products for strategic accounts.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Develop trusted-advisor relationships with C-suite and executive-level stakeholders to drive customer success throughout the lifecycle.
  • •Create and lead customer success plans with the account team, including QBRs, executive business reviews, and strategic planning.
  • •Build deep product and solution expertise to advise customers on adopting relevant Fin features and overcoming implementation challenges.
  • •Engage customers to unlock early and sustained product adoption and success with Fin solutions.
  • •Reduce churn and contraction via early risk identification, intervention, escalation, and mitigation, and forecast expansion opportunities back to the business.

Key Requirements

  • •8+ years in customer-facing customer success, account management, or strategic consulting for SaaS or consumption-based technology.
  • •Demonstrated ability to establish trusted-advisor relationships with customer partners and guide desired outcomes.
  • •Experience supporting strategic, complex enterprise needs and driving value realization across global teams.
  • •Ability to use Success Plans to align goals to business strategy and define success metrics.
  • •Strong communication skills to clearly explain complex problems to different audiences.
Experience:SaaSEnterpriseConsumption-based technologyAI
Skills:Trusted advisorCommunicationProblem-solvingSelf-motivationRelationship building
Languages:English
Tech Stack:SaaSSuccess PlansQBRsExecutive Business Reviews

Company Brief

Intercom
Provides a customer messaging platform combining chat, bots, and product tours to help businesses convert, engage, and support customers across their lifecycle. Integrates with CRM and workflow tools for personalized in-app and email communication.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn