Manager, Relationship Managers (MidMarket)

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?

Intercom is transforming how businesses build relationships with their customers by embedding AI deeply into our platform. As customers adopt AI-driven capabilities, they need trusted partners who can guide them through change, help them understand value, and ensure adoption translates into meaningful business outcomes.

We’re looking for a sales leader to build, scale, and evolve a team of Mid-Market Relationship Managers. This role is ideal for someone who excels at developing high-performing, experienced account managers and relationship sellers, instilling strong sales rigor, and leading teams through periods of product and go-to-market evolution.

You’ll play a critical role in retaining and expanding our customer base while helping customers move along their AI journey — from traditionalist to pioneer. Your main objective is to own and drive the performance of the mid-market customer segment, with accountability for growth, retention, and long-term customer value.

What will I be doing?

Lead and develop an AI-fluent RM team

Hire, onboard, and coach Relationship Managers across the MidMarket segment

Develop and coach Relationship Managers to lead multi-threaded, value-based conversations across mid-market accounts, with a focus on driving expansion, renewals, and long-term customer growth.

Build a culture of curiosity, learning, and continuous improvement as AI capabilities evolve

Inspire high standards of performance, accountability, and customer focus

Own the business and deliver results

Own your team’s revenue number, with accountability for renewals, expansion, and pipeline generation

Establish strong forecasting discipline, deal inspection, and operational rigor at scale

Ensure consistent CRM hygiene and adherence to sales process and methodology

Balance near-term execution with long-term team development and business health

Lead multi-threaded expansion strategies across accounts

Enable modern, value-based and technical selling

Coach reps to sell outcomes and value, particularly where AI meaningfully differentiates Intercom

Build business cases for AI adoption tied to efficiency, cost savings, and growth

Partner with Enablement and Product to translate evolving AI capabilities into clear customer-facing narratives

Raise the bar on technical credibility and commercial rigor across the team

Identify and unlock cross-sell and expansion opportunities

Drive larger, strategic renewals and upsell motions

Partner cross-functionally and shape the org

Work closely with Product, Enablement, RevOps, Marketing, and CS to support AI-driven GTM changes

Surface customer insights related to AI adoption, objections, and success patterns

Contribute to improving sales processes, tooling, and operating rhythm as the platform evolves

Navigate complex buying groups and stakeholder alignment

What skills do I need?

Required

4 years Sales Management experience

Experience selling SaaS solutions in a quota-carrying environment

Experience managing and developing revenue-owning individual contributors

Strong coaching and talent development skills, particularly with experience managing mid-market or commercial account executives / relationship managers

Demonstrated ability to forecast, inspect deals, and operate with rigor at scale

Comfort leading teams through change in a fast-moving environment

Nice to have

Experience in Small Business, Scale, or Commercial sales motions

Exposure to selling technical or AI-enabled products

Familiarity with structured sales methodologies (e.g. MEDDPICC, Command of the Message)

Experience helping customers adopt new technology

Bonus skills & attributes

Enjoy building and scaling teams while maintaining high standards

Are excited about AI and motivated to help others understand its real-world value

Balance empathy with accountability and operational discipline

Translate complexity into clarity for customers and internal partners

Like partnering cross-functionally to improve how the business sells and serves customers

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!

Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated

*Proof of eligibility to work in the United States is required.

The OTE range for this role is targeted at $292,500 - $349,375 for the San Francisco Bay Area. 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).

#LI-Hybrid

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.