Teams at Intercom

Manage and expand a portfolio of mid-market customers by driving retention, renewals, upsell, cross-sell, and revenue growth. Engage executives to position AI-powered solutions, develop territory strategies, navigate procurement, and communicate performance metrics. Partner with Marketing, Product, and Customer Success to support customer needs and go-to-market alignment. Mentor peers and contribute to team excellence in a fast-paced SaaS environment.

Own and grow a mid-market customer portfolio through retention, renewals, upselling, cross-selling, and expansion. Engage executives to position AI-powered SaaS solutions, develop territory strategies, navigate procurement, analyze performance metrics, and drive revenue growth. Partner with Marketing, Product, and Customer Success while mentoring peers and translating customer needs into business and product outcomes.

Provide technical customer support by owning complex issues from initial contact through resolution, troubleshooting APIs, webhooks, code, and customer technologies. Escalate difficult cases, collaborate with product teams on bugs and improvements, communicate proactively with customers, use AI tools to improve efficiency, and contribute to team coaching, processes, and product feedback.