Global Director of Scale Success Management

3 weeks ago


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

We are seeking a highly experienced Global Director to lead our Scale Success Management organization. As a senior leader in our Solutions & Success team, you will build, lead and develop a world-class team of CSMs and Managers that live Intercom's values.

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
  • 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
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
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


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