Manager, Relationship Managers (MM & Key Accounts)

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? 

The role will lead a team of Relationship Managers primarily responsible for expansion and retention of our existing customer base in the EMEA Region. This person will be responsible for strategy, planning, building, and running a highly performing team as we deepen our relationship with our fast growing customer base. Goals are focused on creating a world class customer renewals and expansion business with a focus on Fin.

We are looking for a highly effective leader that excels at attracting and developing talent, inspiring others, and working across functions to build efficient and customer-centric processes. This leader will also play a critical role in developing and executing our value-led sales strategy. 

You will own a book of business covering our Top Accounts in EMEA with responsibility to engage, manage, support and grow this business. Working closely with our Customer Success, Engineering, Product, Onboarding, Support and Sales Teams you will ensure our customers are achieving their objectives using the Intercom Platform. 

For this big challenge, we are looking for an innovative, agile, and resilient sales leader to help us write the next chapter in the AI-first customer support space. 

You will build and be responsible for recruiting, coaching and developing a diverse team of Relationship Managers.

• Sales Strategy Execution:
• Work with senior leadership to define and implement effective sales strategies for the EMEA Midmarket segment.
• Oversee the development of sales plans and tactics that align with company goals and regional market dynamics.
• Monitor the pipeline of opportunities & renewals to ensure timely and effective follow-ups, deal closures, and revenue growth.
• Own and understand your book of business - driving expansion through cross sell and upsell whilst managing retention. 
• Build data driven outreach programs based on customer behaviour and white space opportunities.
• Contribute to and translate company strategy into actionable, measurable team and individual goals. 
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• Performance Management:
• Setting standards of excellence and Inspiring the team to do their best work, continue growing, and execute at a high level.
• Set clear performance expectations and key performance indicators (KPIs) for the Relationship Management team.
• Track individual and team performance using CRM tools and reporting dashboards.
• Analyze sales metrics and provide insights to optimize processes, identify trends, and forecast revenue.

• Cross-Functional Collaboration:
• Partner with marketing, product, and customer success teams to develop tailored go-to-market strategies and ensure seamless customer experiences.
• Engage closely with the Customer Success and Onboarding team to ensure Customer Activation and Onboarding
• Provide frequent insights and constructive feedback to Senior Leadership to shape future direction of the company. 

• Customer Focus:
• Maintain a strong understanding of customer needs and market trends to support the team in closing deals
• Act as the voice of the customer internally ensuring their perspectives, challenges, and priorities are represented across product, marketing, and leadership discussions.
• Keep customers informed and confident in Intercom’s evolving AI strategy, proactively communicating updates, use cases, and how our direction aligns with broader industry shifts.
• Partner closely with Product and Marketing to ensure customer-facing teams are equipped with clear, timely messaging around AI developments and platform capabilities.
• Identify opportunities to educate customers on emerging trends, hosting sessions or sharing insights that position Intercom as a trusted advisor in customer communication and automation.

• 5+ years experience managing a team of client-facing sales or account management organization
• Previous experience in an Account Management function, interfacing with existing clients as an Individual Contributor or Manager
• Proven experience–and passion for–teaching and developing talent
• Experience developing GTM strategy, building and executing operational plans 
• Successful track record of designing, implementing, and validating processes and programs
• A builder of businesses, with the ability to attract and develop the best talent in the industry 
• Excellent communication skills across a variety of mediums (written, verbal, presentation, and interpersonal)
• Exemplary sales fundamentals, understanding of different sales frameworks and tools
• Adaptive, with the ability to balance short term and long term priorities 

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 equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

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.

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