Global Director of Scale Success Management

4 weeks ago

London, Greater London, United Kingdom Intercom Full time
Global Director of Scale Success Management

We are seeking a seasoned leader to drive the success of our Scale Success Management organization. As a Global Director, you will oversee a team of high-performing individual contributors across multiple regions, with a focus on building out a management team in the future.

Key Responsibilities:
  • Develop and operationalize the Scale and Digital Customer Success 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
  • 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
Requirements:
  • 8+ years of experience overseeing customer success teams, with a focus on Scaled Customer Success and Digital 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)
What We Offer:
  • Competitive salary and equity in a fast-growing start-up
  • Flexible paid time off policy
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers
  • MacBooks are our standard, but we also offer Windows for certain roles when needed

We value diversity and are committed to a policy of Equal Employment Opportunity. If you're passionate about customer success and want to join a dynamic team, please apply.

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