Relationship Manager, Scale

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

Are you ready to lead the charge in AI-driven customer service? As a Scale Relationship Manager, you will be a key member of the team leading the growth of our existing business. We’re building a world-class sales organisation, and the road ahead is going to be very exciting.

At Intercom, we are striving to do sales differently. We are asking our customers to put Intercom at the core of their businesses, and we can only do this by putting them at the core of ours. We strongly believe in the overall growth and continued development of each new hire. In joining the Relationship Management team at Intercom, you join a community that believes in development and promotion from within. As a rapidly expanding business, there is a high degree of opportunity for progression, creativity, and ownership.

What will I be doing?

Build relationships with Intercom’s scaled business customers ensuring revenue growth and customer retention

Work with current customers to understand their business pains, and provide solutions based on our platform to alleviate them

Develop strategic territory plans outlining opportunities for upsell, cross-sell, expansion to new business units, and achievement of business goals

Develop advanced knowledge of your customers' businesses and goals while accurately forecasting sales pipeline

Collaborate with Marketing, Product, and Customer Success by providing customer feedback to drive product innovation

Track and report all key metrics related to customer growth, retention and Intercom product usage growth

What skills do I need?

2+ years selling SaaS products, ideally 1+ years in closing role

Ability to manage a large book of business; 190 accounts (retention, renewals, & account growth)

Strong sales instincts and track record hitting and exceeding quota

Exceptional written and verbal communicator

Comfortable and energised operating and problem-solving in a fast-moving organisation.

Exhibits a growth mindset, intellectual curiosity, and ambition

Ability to build and maintain deep client relationships across levels in complex organisations

Demonstrable history of leadership, with both immediate and cross-functional teammates

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 equity in a fast-growing start-up

We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

Regular compensation reviews - we reward great work!

Pension scheme & match up to 4%

Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

Flexible paid time off policy

Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too

MacBooks are our standard, but we also offer Windows for certain roles when needed.

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and