Global Director, Scale Success Management

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity?

We are seeking a Global Director to lead our Scale Success Management organization. In this role, you will report directly to the VP, Solutions and Success, partnering closely with the global Customer Solutions leadership team (Sales Engineering, Professional Services, and Customer Success). You will manage a group of high-performing individual contributors across multiple regions globally with the goal of building out a management team in the future. This role will partner with Sales and cross-functional leaders to develop and execute strategies that drive the success of our customers. You will be a part of the broader global Sales, Solutions and Customer Success leadership team.

Working closely with Sales and other Solutions & Success teams, you will be responsible for ensuring the successful adoption, maturity, growth and retention across our customer base. You and your team will help define and drive key initiatives, processes, tools and programs regionally and across the Customer Success organization.

What will I be doing?

• As a senior leader in our Solutions & Success team, you will build, lead and develop a world-class team of CSMs and Managers that live Intercom’s values
• Develop and operationalize the Scale and Digital Customer Success vision, strategy, initiatives, and tactics
• Deliver on global targets and key metrics through operational excellence
• Drive change globally and more broadly, marshaling and guiding resources to implement impactful, scalable solutions
• Help personally create customer wins, model customers, references and case studies
• Prioritize investment of resources and efforts with customers
• Partner with teams and leaders across GTM such as Sales, Marketing, Solutions Engineering, Professional Services / Partnerships, and Support to create a seamless customer experience
• Collaborate effectively with Product and Engineering partners to drive success for our Customers and Intercom
• Contribute to the overall vision and strategy of the Solutions and Success organization

What skills do I need?

• 8+ years of experience overseeing customer success teams, with a focus on Scaled Customer Success and Digital programs
• Demonstrated experience leading innovative and creative programs to scale a business
• Demonstrated experience leading and working in a dynamic, high-performance environment
• Strong commitment to growing and developing managers and individual contributors with incredibly high standards
• Track record of efficiently delivering against risk & growth targets and KPIs with limited resources (customer adoption, maturity, consumption targets, retention)
• Proven success in establishing a clear vision and driving change within a Customer facing organization
• Customer-obsessed mindset that informs strategies, tactics and execution
• Experience operationalizing risk mitigation and growth motions through adoption, maturity, and value
• Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end
• Excellent executive-level communication skills using data and metrics both with customers and internally
• Experience building executive relationships and driving/influencing change with customers across a diverse industries
• Diplomacy, tact, and poise under pressure when working through customer issues

Bonus skills & attributes

• Experience working in a usage-based / consumption business model

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
• Flexible paid time off policy
• 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.

Policies

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.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

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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