Manager, Relationship Managers (SMB)

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. 

• 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.

• 2+ 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’re happy to get you whatever equipment helps you get your job done

• Relocation support for those moving to our offices