Senior Account Manager (Mid-Market)

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?

As a Senior Account Manager (Mid-Market), you will be a key member of the team leading the growth of our existing book of business in EMEA. We’re building a world-class sales organization, and the road ahead is going to be very exciting.

At Intercom, we are focused on building long lasting relationships with our customers. We are asking 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 Account Management team at Intercom, you join a community that believes in development and promotion from within. As a rapidly expanding business, there is opportunity for progression, creativity, and ownership.

What will I be doing?

Drive Pipeline and Revenue: Independently manage your pipeline by sourcing it through developing your accounts book and outbound efforts within large accounts.

Secure Customer Renewals: Proactively manage the renewal lifecycle for your book of business to ensure long-term partnership and success.

Execute a Strategic Sales Process: Employ a structured, data-driven approach to your sales efforts, using data to prioritize activities and deliver accurate weekly forecasting.

Act as a Consultative Partner: Utilize strategic selling skills like value selling and ROI analysis to solve customer problems. You will multithread within accounts and provide consistent, industry-specific advice throughout the sales and account life-cycle.

Lead Cross-Functional Account Teams: Align and organize internal resources, such as Solution Engineers, CSMs, Product, Marketing to ensure complex deals are successfully closed.

Master Product and AI Fluency: Develop a deep understanding of Intercom's product suite, particularly our AI capabilities, and articulate how our solution connects directly to customer KPIs and long-term value.

Strengthen Customer Relationships: Build strong relationships with customers by understanding their support workflows, business metrics, and executive priorities, positioning yourself as a credible, long-term partner.

What skills do I need?

Proven Sales Experience: 5+ years in a B2B SaaS closing role, with a consistent track record of hitting and exceeding quota. Experience in CS, CX, or CRM is a significant advantage.

Business Development Mindset: Demonstrable ability to proactively generate your own pipeline while effectively managing your overall book of business.

Consultative and Strategic Acumen: Strong business acumen with experience in value-based selling, ROI articulation, and effective negotiation

Technical and AI Curiosity: A commitment to autonomously learning about AI and technical concepts, with the ability to translate complex features into clear business outcomes for both technical and non-technical buyers.

Cross-Functional Influence: The ability to lead and collaborate with internal teams, managing projects and keeping stakeholders informed to move deals forward.

Exceptional Communication: Clear, concise written and verbal communication skills, with the proven ability to tailor your mess