Global Director, Customer Success Scaled and Strategic Programs

The Global Director, Customer Success Scaled and Strategic Programs at Intercom is expected to oversee the development and execution of strategies that drive customer success. This includes leading a team of Customer Success Managers, enhancing programs like the Voice of Customer and Digital Success, and collaborating with sales and other departments to ensure a proactive customer journey.

To apply for the Global Director, Customer Success Scaled and Strategic Programs at Intercom, candidates should have 8+ years of experience in customer success roles, particularly focusing on scaled engagement and strategic programs. Strong leadership skills, a customer-focused mindset, and the ability to drive change within a high-performance environment are essential.

The Global Director plays a pivotal role in ensuring customer success at Intercom by developing innovative strategies and programs that enhance customer engagement and retention. This position is responsible for the operationalization of customer success initiatives, enabling clients to maximize the value they get from Intercom's platform.

For the Global Director, Customer Success Scaled and Strategic Programs at Intercom, strong communication skills, a customer-obsessed mindset, and the ability to prioritize multiple projects are vital. Additionally, experience in driving growth through customer adoption and understanding of the AI-driven customer service landscape are advantageous.

Intercom offers a competitive salary and equity in a fast-growing startup, comprehensive health and dental insurance, a flexible paid time off policy, and additional perks like health assurance and a pension scheme. Employees can also enjoy weekday lunches and a well-stocked kitchen, supporting a healthy work-life balance.

When discussing your approach to leading customer success teams, highlight your emphasis on fostering a culture of collaboration, delivering excellent service, and developing your team members' skills. Mention your strategies for motivating your team and how you measure success through customer satisfaction and retention rates.

In answering this question, focus on your analytical skills and decision-making process. Share how you assess customer needs and company goals, and explain your methods for ranking initiatives based on their potential impact on customer success and resource availability.

Discuss specific strategies you've employed to boost customer engagement, emphasizing metrics such as customer adoption rates, feedback mechanisms, and the use of technology to improve communication. Provide examples of successful initiatives you've led in previous roles.

When answering this question, describe your problem-solving and communication skills. Share an example of a challenging customer interaction, the steps you took to resolve it, and how you turned the situation into a positive outcome.

In discussing your experience with AI in customer success, talk about how you've incorporated AI tools to improve efficiency and service quality. Share insights on how AI can enhance customer interactions and provide data-driven solutions under your leadership.

Provide a specific example of a customer success initiative you've spearheaded, detailing the planning and execution process. Highlight the results, such as increased customer satisfaction, retention, or revenue growth, and explain the steps you took to achieve these outcomes.

When addressing this question, emphasize the importance of communication and alignment with other teams, such as sales and marketing. Share methods you've used to facilitate teamwork and how collaboration has led to improved outcomes for customers and the organization.

Explain your approach to gathering customer insights, including the development of feedback channels such as surveys, interviews, and customer advisory boards. Highlight how you analyze this data to improve customer success strategies.

Discuss the key metrics you use to evaluate the effectiveness of your customer success team. Metrics may include customer satisfaction scores, retention rates, and the successful implementation of customer feedback into your strategies.

When discussing the role of data, emphasize how you leverage analytics to drive decision-making, identify trends, and measure the success of initiatives. Share how data informs your strategies to enhance customer experience and success.