Strategic Customer Success Manager, High Touch - job 1 of 2

As a Strategic Customer Success Manager at Intercom, your main responsibilities will include building trusted advisor relationships with high-value customers, guiding them through their entire journey on our platform, and driving successful adoption of our innovative solutions. You’ll be tasked with creating tailored success plans in collaboration with both the customers and the Intercom account team to ensure maximum value from their investment.

To thrive as a Strategic Customer Success Manager at Intercom, candidates should have at least 8 years of relevant work experience in customer success, account management, or strategic consulting. Experience in SaaS or consumption-based technology companies is a plus. Additionally, candidates should possess strong relationship-building skills, the ability to clearly communicate complex ideas, and the capability to drive change management for customer accounts.

The Strategic Customer Success Manager at Intercom supports customers by fostering valuable relationships and delivering tailored strategies for product adoption. They proactively address challenges, mitigate risks, and help clients identify opportunities for growth, ensuring that customers successfully leverage Intercom’s AI capabilities for improved customer engagement.

In San Francisco, the expected salary range for a Strategic Customer Success Manager at Intercom is between $185,000 and $215,000 USD. This competitive pay reflects the high demand for experienced professionals in this role and considers factors such as previous experience, skills, and responsibilities.

Intercom offers a comprehensive benefits package to its employees, including competitive salaries, equity options, medical, dental, and vision coverage, a flexible paid time off policy, and paid parental leave. Employees also enjoy regular compensation reviews, a 401k plan with matching, fun company events, and support for personal development.

To ensure customer success, I would implement a combination of strong communication, regular check-ins, and tailored success plans that align with the customer’s business objectives. Engaging clients with value-added strategies and tracking relevant success metrics will facilitate consistent progress.

When faced with difficult conversations, I prioritize active listening to fully understand the client’s concerns and express empathy. I focus on providing constructive solutions, reassuring the client of our commitment to their success, and collaboratively developing a path forward to resolve the issues.

Certainly! In my previous role, I identified customer pain points during onboarding and created a tailored training program targeting those specific issues. By working closely with the client and providing ongoing support, we achieved a 30% increase in product usage within six months, resulting in improved satisfaction and additional upsell opportunities.

Key metrics for measuring customer success include Net Promoter Score (NPS), customer retention rates, product usage statistics, and customer satisfaction scores. Leveraging these metrics provides insights into the health of the customer relationship and highlights areas for improvement.

To stay updated on industry trends, I actively participate in webinars, read industry blogs, and engage in professional communities. Networking with other customer success professionals also provides valuable insights and ensures I remain informed about best practices and evolving technologies.

My approach to onboarding new high-value customers involves conducting an in-depth discovery session to understand their goals and challenges. I follow this with a structured onboarding plan that includes regular check-ins, training sessions, and resource sharing to ensure they start realizing value from our products as quickly as possible.

Feedback is essential in my relationship with customers as it fosters transparency and continuous improvement. I regularly solicit feedback to gauge satisfaction levels and identify opportunities for enhancement. This practice not only helps address concerns but also builds trust and strengthens the partnership.

Identifying risk factors for customer churn involves analyzing usage patterns, evaluating customer engagement levels, and monitoring feedback for signs of dissatisfaction. Proactively addressing these indicators enables me to implement intervention strategies before they escalate into churn.

The most important quality for a Strategic Customer Success Manager at Intercom is the ability to build strong, trusted relationships. This quality allows us to understand customers’ unique challenges and work collaboratively to deliver solutions that drive success and loyalty.

Promoting collaboration between teams involves establishing regular communication channels and joint planning sessions. Encouraging shared goals and insights about customer needs fosters teamwork and ensures that all departments are aligned in delivering a seamless and valuable experience to the customer.