What's the opportunity?
We are seeking a Global Director to lead our Scaled Success and Strategic Programs organization. In this role, you will report directly to the VP, Solutions and Success, partnering closely with the global Customer Solutions leadership team (Sales Engineering, Professional Services, and Customer Success). You will lead a Senior Manager of Scaled CSM and build out various functions such as Voice of Customer and Digital Success as aligned to your vision. This role will partner with Sales and cross-functional leaders to develop and execute strategies that drive the success of our customers. You will be a part of the broader global Sales, Solutions, and Customer Success leadership team.
Working closely with Sales and other Solutions & Success teams, you will be responsible for ensuring the successful adoption, maturity, growth and retention across our customer base. You and your team will help define and drive key initiatives, processes, tools and programs regionally and across the Customer Success organization.
What will I be doing?
- As a senior leader in our Solutions & Success team, you will build, lead, and develop a world-class team of CSMs, Managers, and Program Managers that live Intercom’s values
- Develop and operationalize the Scale & Digital Customer Success and Strategic Programs (Voice of Customer, CAB, Champions, etc.) vision, strategy, initiatives, and tactics
- Deliver on global targets and key metrics through operational excellence
- Drive change globally and more broadly, marshaling and guiding resources to implement impactful, scalable solutions
- Help personally create customer wins, model customers, references, and case studies
- Prioritize investment of resources and efforts with customers
- Partner with teams and leaders across GTM such as Sales, Marketing, Solutions Engineering, Professional Services / Partnerships, and Support to create a seamless customer experience
- Collaborate effectively with Product and Engineering partners to drive success for our Customers and Intercom
- Contribute to the overall vision and strategy of the Solutions and Success organization
What skills do I need?
- 8+ years of experience overseeing customer success teams, with a focus on Scaled Customer Success, Digital / Programmatic engagement motions, and Customer Success programs
- Demonstrated experience leading innovative and creative programs to scale a business
- Demonstrated experience leading and working in a dynamic, high-performance environment
- Strong commitment to growing and developing managers and individual contributors with incredibly high standards
- Track record of efficiently delivering against risk & growth targets and KPIs with limited resources (customer adoption, maturity, consumption targets, retention)
- Proven success in establishing a clear vision and driving change within a Customer facing organization
- Customer-obsessed mindset that informs strategies, tactics, and execution
- Experience operationalizing risk mitigation and growth motions through adoption, maturity, and value
- Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end
- Excellent executive-level communication skills using data and metrics both with customers and internally
- Experience building executive relationships and driving/influencing change with customers across a diverse industries
- Diplomacy, tact, and poise under pressure when working through customer issues
Bonus skills & attributes
- Experience working in a usage-based / consumption business model
Benefits
We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the San Francisco Bay Area is $266,400 - $309,600. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
