Job description
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?
Join Intercom as the Head of Account Management for EMEA and play a pivotal role in shaping the future of AI-driven customer service. In this high-impact, second-line leadership position, you’ll drive revenue growth across both SMB and Mid Market accounts, ensuring our customers experience the full value of our industry-leading AI solutions. Your leadership will directly influence a generational opportunity—help build the AI agent category and shape the future of customer service.
What will I be doing?
- Build and lead the EMEA account management organization across all major segments (VSB, SB, MM).
- Lead, coach, and develop front line managers and teams responsible for all existing business revenue in EMEA, including both Small Business and Mid Market accounts (30+ sellers, 5 managers).
- Define and execute the Account Management strategy, developing playbooks and territory plans that drive retention and expansion revenue.
- Manage all planning, revenue forecasting, resource allocation, and investment planning across account management functions for EMEA.
- Partner with global leadership on company-wide initiatives, representing the North America book of business in product roadmap discussions, pricing strategy, and more.
- Work closely with the regional customer success organization to build and execute programs to drive customer health and utilization.
- Build strategic relationships with top customers within EMEA.
What skills do I need?
12+ years of experience in technology sales, with 5+ years leading high performing account management teams
- 5 years of closing experience in IC capacity (ideally MM+)
- 5 years of first line management experience (ideal candidate will have both SMB and MM+ in a rapidly growing business)
- 2 years of second line management experience (ideally leading teams of different segments or tierings)
Deep renewals experience, ideally running renewals businesses of 8 figures
Strong program management experience, proven ability to take strategic programs through ideation to launch
Proven track record of building and scaling teams across multiple segments/customer tiers
Strong operational mindset—skilled at building scalable processes and driving efficiency
Strategic mindset with the ability to balance immediate revenue goals with long-term market development and ecosystem building
Executive presence and communication skills suitable for engaging with C-level customers
Familiarity with Command of the Message and MEDDPICC (or similar) a plus
Passion for AI and its transformative potential in customer service.
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 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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