As an Enterprise Customer Success Manager at Intercom in Dublin, Ireland, you are driving the success of our largest and most strategic customers, leveraging your expertise in procurement, management consulting, and product roadmap development to deliver tailored solutions that meet their evolving needs. This critical role matters because it directly impacts customer satisfaction, retention, and revenue growth, ultimately contributing to Intercom's position as a leader in the Software as a Service (SaaS) industry. With Artificial Intelligence (AI) at the forefront of our product offerings, you are at the helm of a technological revolution, shaping the future of customer success and experience. The scope of this position is vast, with opportunities for growth and advancement as you navigate the complexities of enterprise customer relationships, identify areas for improvement, and develop strategic plans to drive long-term success.

Your day-to-day activities are focused on delivering exceptional customer outcomes, and your key responsibilities include:

• Developing and executing strategic plans to ensure customer satisfaction and retention


• Collaborating with cross-functional teams, including sales, product, and marketing, to align on customer goals and objectives


• Conducting regular business reviews with customers to understand their needs and provide tailored solutions


• Identifying and mitigating risk, while capitalizing on opportunities for growth and expansion


• Analyzing customer data and feedback to inform product roadmap decisions and drive continuous improvement


• Building and maintaining strong relationships with key customer stakeholders, including executives and decision-makers


• Staying up-to-date on industry trends and emerging technologies, including AI and machine learning, to ensure our customers remain competitive. You are working closely with a talented team of professionals who share your passion for customer success, and you are reporting to a seasoned leader who is dedicated to your growth and development.

By joining Intercom as an Enterprise Customer Success Manager, you are becoming part of a dynamic and innovative company culture that values customer obsession, teamwork, and continuous learning. You are aligning yourself with a company that is pushing the boundaries of what is possible with AI