Manager, Relationship Managers (SMB)

What's the opportunity? 

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.

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.

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.

What will I be doing? 

Lead and develop an AI-fluent RM team

• Hire, onboard, and coach Relationship Managers across the Small Business / Scale segment
• Develop reps into strong consultative sellers who can confidently position AI-powered capabilities
• Build a culture of curiosity, learning, and continuous improvement as AI capabilities evolve
• Inspire high standards of performance, accountability, and customer focus

Own the business and deliver results

• Own your team’s revenue number, with accountability for renewals, expansion, and pipeline generation
• Establish strong forecasting discipline, deal inspection, and operational rigor at scale
• Ensure consistent CRM hygiene and adherence to sales process and methodology
• Balance near-term execution with long-term team development and business health

Enable modern, value-based and technical selling

• Coach reps to sell outcomes and value, particularly where AI meaningfully differentiates Intercom
• Help the team clearly articulate the business impact of AI, including efficiency, scale, and customer experience improvements
• Partner with Enablement and Product to translate evolving AI capabilities into clear customer-facing narratives
• Raise the bar on technical credibility and commercial rigor across the team

Partner cross-functionally and shape the org

• Work closely with Product, Enablement, RevOps, Marketing, and CS to support AI-driven GTM changes
• Surface customer insights related to AI adoption, objections, and success patterns
• Contribute to improving sales processes, tooling, and operating rhythm as the platform evolves

What skills do I need? 

Required

• 2 years Sales Management experience
• Experience selling SaaS solutions in a quota-carrying environment
• Experience managing and developing revenue-owning individual contributors
• Strong coaching and talent development skills, particularly with early-career sellers
• Demonstrated ability to forecast, inspect deals, and operate with rigor at scale
  Comfort leading teams through change in a fast-moving environment

Nice to have

• Experience in Small Business, Scale, or Commercial sales motions
• Exposure to selling technical or AI-enabled products
• Familiarity with structured sales methodologies (e.g. MEDDPICC, Command of the Message)
• Experience helping customers adopt new technology

Bonus skills & attributes 

• Enjoy building and scaling teams while maintaining high standards
• Are excited about AI and motivated to help others understand its real-world value
• Balance empathy with accountability and operational discipline
• Translate complexity into clarity for customers and internal partners
• Like partnering cross-functionally to improve how the business sells and serves customers

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.

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