What's the opportunity?
Join Intercom as the Head of Account Management for North America 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.
You’ll lead a talented team focused on managing and expanding relationships with our existing North America customers. The team’s mission: deliver incredible customer experiences and maximize customer value through our AI-first Customer Service Suite. As a key member of our leadership group, you’ll help define and execute strategies that align with Intercom’s vision to transform customer service through AI, working cross-functionally to ensure we win in a rapidly evolving market.
What will I be doing?
- Build and lead the North America 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 North America, 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 North America.
- 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 North American customer success organization to build and execute programs to drive customer health and utilization.
- Build strategic relationships with top customers within North America.
What skills do I need?
- 12+ years of experience in technology sales, with 5+ years leading high performing account management teams
- 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 meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
The OTE salary range for candidates within the San Francisco Bay Area is $400,500 - $478,375. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
