As an Enterprise Customer Success Manager at Intercom in Chicago, Illinois, you are driving the success of our largest and most complex customers, ensuring they achieve their goals and maximize the value of our platform. This role matters because it directly contributes to the growth and retention of our customer base, which is critical to Intercom's continued success and industry leadership. By leveraging your expertise in procurement, management consulting, efficacy studies, and artificial intelligence, you are not only delivering exceptional customer experiences but also helping to shape the future of customer success in the tech industry. With a focus on long-term partnerships and strategic growth, this position offers immense opportunities for professional advancement and impact, allowing you to develop and execute comprehensive success plans that drive customer satisfaction, retention, and expansion.

Your day-to-day responsibilities include managing a portfolio of high-value customers, developing and maintaining strong relationships with key decision-makers, and identifying opportunities to upsell and cross-sell Intercom's products and services. Key responsibilities and skills for this role include:

• Developing and executing tailored success plans that meet the unique needs of each customer


• Conducting regular business reviews and health checks to ensure customer satisfaction and identify areas for improvement


• Collaborating with internal stakeholders, such as sales and product teams, to drive customer outcomes and align on strategic initiatives


• Analyzing customer data and feedback to identify trends and opportunities for growth


• Providing expert guidance and support to customers on best practices and industry trends


• Building and maintaining a deep understanding of customer goals, challenges, and industry dynamics


• Staying up-to-date on the latest developments in artificial intelligence, multithreading, and other emerging technologies to identify potential applications and opportunities. You will be working closely with a high-performing team of customer success managers, reporting to a senior leader, and contributing to the development of best practices and playbooks that can be leveraged across the organization.

By joining Intercom as an Enterprise Customer Success Manager, you are becoming part of a company that values customer-centric