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 is 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 organization, 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; 200 accounts (retention, renewals, & account growth)

Strong sales instincts and track record hitting and exceeding quota

Exceptional written and verbal communicator

Comfortable and energized operating and problem-solving in a fast-moving organization.

Exhibits a growth mindset, intellectual curiosity, and ambition

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

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 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 Intercom employees, friends, and family

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

The OTE salary range for candidates within the Greater Chicago Area is $99,000 - $130,000. Actual pay will depend on a variety of factors such as education, skills, experience, location, etc. The 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).

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

#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.