Global Director, Customer Success Scaled and Strategic Programs

The Global Director, Customer Success Scaled and Strategic Programs at Intercom is responsible for leading a team dedicated to enhancing customer success through innovative programs and strategies. This role involves developing the vision and operationalizing initiatives like Voice of Customer and Digital Success, ensuring that customer adoption, growth, and retention goals are met. The director also collaborates closely with various cross-functional teams to deliver exceptional customer experiences and contribute to the overall success of Intercom.

To qualify for the Global Director, Customer Success Scaled and Strategic Programs position at Intercom, candidates should have 8+ years of experience overseeing customer success teams, particularly in scaled customer success and digital engagement. A proven track record of leading innovative programs that successfully drive customer outcomes and a customer-centric mindset are essential. Additionally, strong executive-level communication skills, the ability to prioritize multiple projects, and experience in fostering high-performing teams will set you apart in this role.

The Global Director, Customer Success Scaled and Strategic Programs at Intercom plays a vital role in improving customer retention by developing and implementing data-driven strategies aimed at maximizing customer satisfaction. By operationalizing initiatives such as the Voice of Customer and creating case studies of customer success, the director ensures that Intercom consistently meets customer needs and mitigates risks that could lead to churn. This proactive approach combined with strategic partnerships across departments fosters an environment of continuous improvement and customer engagement.

Ideal candidates for the Global Director, Customer Success Scaled and Strategic Programs at Intercom should possess strong leadership skills, with a demonstrated ability to guide scalable customer success strategies. Key skills include innovative thinking, the ability to navigate a dynamic work environment, and a customer-obsessed mindset that directs decision-making. Additionally, experience with risk mitigation strategies, excellent prioritization abilities, and the capacity to communicate effectively with both customers and internal stakeholders are crucial for success in this role.

As the Global Director, Customer Success Scaled and Strategic Programs at Intercom, you can have a significant impact on the customer experience by driving initiatives that ensure customers achieve their desired outcomes with Intercom's platform. By collaborating with sales, engineering, and solutions teams to develop tailored strategies and programs, the director can greatly enhance customer journeys, leading to higher satisfaction and loyalty levels. Helping businesses optimize their use of Intercom’s services ultimately leads to a transformational customer service experience.

In answering this question, highlight specific achievements in creating strategies that improved customer engagement and retention. Discuss your leadership style and how you have successfully managed and developed teams to meet performance targets.

Share your vision for scalable customer success, including how you would leverage data and customer feedback to develop targeted programs. Mention specific initiatives, such as voice-of-customer programs, that have previously worked for you.

Explain your approach to prioritization, using specific tools or frameworks. Discuss how you manage conflicting demands while ensuring that customer needs remain at the forefront of your decisions.

To effectively answer this question, emphasize your experience in facilitating change management initiatives. Provide examples of previous successes, detailing how you rallied teams and resources to adopt new processes or tools.

Discuss key performance indicators (KPIs) relevant to customer success, such as customer satisfaction scores, retention rates, and adoption metrics. Explain how you have used these metrics to guide your strategies in the past.

Share an insightful example that outlines the strategy's development, implementation, and the resulting impact on customer adoption and satisfaction. Discuss the tools and communication strategies you used to engage customers.

Speak about your leadership approach and how you integrate customer feedback into your team's operations. Highlight initiatives that you have implemented to ensure that every team member aligns with a customer-first mindset.

Provide a specific example demonstrating your problem-solving skills, emphasizing your analysis, action steps, and the outcome. Discuss what you learned and how you would apply that experience in the future.

Explain your strategies for relationship-building, such as regular check-ins, active listening, and personalized experiences. Mention how you assess customer needs to ensure they feel valued and heard.

Share your insights on the importance of leveraging technology in customer success initiatives. Discuss specific tools or platforms you have used to analyze customer data and enhance service delivery.