Strategic Customer Success Manager, High Touch

Intercom; Dublin; Hybrid; EUR 70,000 - 100,000; Full time

Job summary

A leading tech company is seeking a Strategic Customer Success Manager to support its largest customers in Dublin. This high-level role requires building relationships with executives, guiding customer engagement to maximize platform value, and fostering adoption of AI products. The ideal candidate will have extensive experience in customer success in SaaS environments, driving transformation and ensuring customer satisfaction.

Benefits

Competitive salary and equity

Free lunch and snacks

Pension scheme with match

Life assurance and health insurance

Flexible paid time off policy

Paid maternity and paternity leave

Cycle-to-Work Scheme

Standard MacBook

Qualifications

• 8+ years in customer success, account management, or consulting roles.
• Experience with SaaS and complex enterprise customer needs.
• Established as a trusted advisor to guide customer outcomes.

Responsibilities

• Develop trusted advisor relationships with high-value customers.
• Guide customer success plans and mitigate churn effectively.
• Engage customers to drive adoption and optimize Intercom solutions.

Skills

Customer-facing experience

Relationship building

Solution expertise

Change management

Communication

Self-motivated

Job description

Strategic Customer Success Manager, High Touch

Dublin, Ireland

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

Intercom’s Strategic CSMs work with our largest and most complex customers to help them realize the full value of their Intercom investment and transform their approach to customer service. Our CSMs engage customers to unlock early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long-term growth.

As a Strategic CSM, you’ll build strong relationships with our most important customers, and lead them through their entire Intercom customer journey. You’ll be equipped to guide customers over their hurdles, delivering value realization through proactive and programmatic customer engagement and best practices.

You'll use your solution expertise to enable customers to overcome their challenges to implementing and growing our AI products and act as a trusted advisor to the change those customers need to make.

You’ll work with a variety of customer profiles including C-Level contacts, executives, CX leaders, and multi-layered global CX teams to support the successful adoption and expansion of their Intercom solution investment.

What will I be doing?

• Develop a trusted advisor relationship with each of your high value customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
• Guide the customer and Intercom account team (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, strategic planning sessions, and churn mitigation plans when necessary.
• Be an expert and advisor, while maintaining an understanding and expertise of Intercom products and solutions, to drive our customer’s ability to successfully adopt the most relevant features for their specific requirements.
• Engage with your customers to unlock early and sustained product adoption and success with Intercom Solutions
• Develop and execute adoption strategies targeting high value accounts for our AI products, driving change management, and ensuring fulfillment of intercom packages.
• Reduce churn and contraction through early risk identification, intervention, escalation and mitigation in partnership with your account team.
• Identify growth opportunities for Intercom’s AI products within your book and forecast that growth back to the business.
• Be a customer support industry and AI thought leader with your customers, while sharing and scaling those insights to the benefit of the Solutions team.
• Be the Voice of the Customer to provide internal feedback on how Intercom can better serve our Strategic customers.

What skills do I need?

• 8+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS or Consumption-based Technology companies experience a benefit.
• Experience with SaaS business models and ability to support strategic and complex enterprise customer needs resulting in Value Realization across global teams.
• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
• Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
• Ability to understand and communicate complex problems clearly and concisely to different audiences.
• Self-motivated and entrepreneurial team player.
• Experience building lasting relationships with customers and colleagues.

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
• 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.

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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