Manager, Relationship Managers (SMB)

<div class="content-intro"><p>Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.&nbsp;</p> <p>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.&nbsp;</p> <p>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.</p></div><h2>What's the opportunity?&nbsp;</h2> <p>Intercom is transforming how businesses build relationships with their customers by embedding AI deeply into our platform. As customers adopt AI-driven capabilities, they need trusted partners who can guide them through change, help them understand value, and ensure adoption translates into meaningful business outcomes.</p> <p>We’re looking for a sales leader to build, scale, and evolve a team of Small Business / Scale Relationship Managers. This role is ideal for someone who excels at developing early-career sales talent, instilling strong sales rigor, and leading teams through periods of product and go-to-market evolution.</p> <p>You’ll play a critical role in retaining and expanding our customer base while helping customers move along their AI journey — from traditionalist to pioneer.</p> <h2>What will I be doing?&nbsp;</h2> <p>Lead and develop an AI-fluent RM team</p> <ul> <li>Hire, onboard, and coach Relationship Managers across the Small Business / Scale segment</li> <li>Develop reps into strong consultative sellers who can confidently position AI-powered capabilities</li> <li>Build a culture of curiosity, learning, and continuous improvement as AI capabilities evolve</li> <li>Inspire high standards of performance, accountability, and customer focus</li> </ul> <p>Own the business and deliver results</p> <ul> <li>Own your team’s revenue number, with accountability for renewals, expansion, and pipeline generation</li> <li>Establish strong forecasting discipline, deal inspection, and operational rigor at scale</li> <li>Ensure consistent CRM hygiene and adherence to sales process and methodology</li> <li>Balance near-term execution with long-term team development and business health</li> </ul> <p>Enable modern, value-based and technical selling</p> <ul> <li>Coach reps to sell outcomes and value, particularly where AI meaningfully differentiates Intercom</li> <li>Help the team clearly articulate the business impact of AI, including efficiency, scale, and customer experience improvements</li> <li>Partner with Enablement and Product to translate evolving AI capabilities into clear customer-facing narratives</li> <li>Raise the bar on technical credibility and commercial rigor across the team</li> </ul> <p>Partner cross-functionally and shape the org</p> <ul> <li>Work closely with Product, Enablement, RevOps, Marketing, and CS to support AI-driven GTM changes</li> <li>Surface customer insights related to AI adoption, objections, and success patterns</li> <li>Contribute to improving sales processes, tooling, and operating rhythm as the platform evolves</li> </ul> <h2>What skills do I need?&nbsp;</h2> <p>Required</p> <ul> <li>2 years Sales Management experience</li> <li>Experience selling SaaS solutions in a quota-carrying environment</li> <li>Experience managing and developing revenue-owning individual contributors</li> <li>Strong coaching and talent development skills, particularly with early-career sellers</li> <li>Demonstrated ability to forecast, inspect deals, and operate with rigor at scale<br>Comfort leading teams through change in a fast-moving environment</li> </ul> <p>Nice to have</p> <ul> <li>Experience in Small Business, Scale, or Commercial sales motions</li> <li>Exposure to selling technical or AI-enabled products</li> <li>Familiarity with structured sales methodologies (e.g. MEDDPICC, Command of the Message)</li> <li>Experience helping customers adopt new technology</li> </ul> <h2>Bonus skills &amp; attribu