Why This Job is Featured on The SaaS Jobs
This role is featured because it sits in a core SaaS motion: growing revenue from existing customers rather than relying solely on new logo acquisition. The emphasis on relationship management, retention, and expansion reflects how mature SaaS businesses compound growth through renewals, cross sell, and deeper product adoption, especially in the small business segment where value proof and usage outcomes tend to drive buying decisions.
For a SaaS career path, the work builds durable commercial skills that translate across subscription companies: managing a book of business, forecasting, navigating procurement, and turning product usage signals into account plans. The cross functional touchpoints with Marketing, Product, and Customer Success also mirror how SaaS revenue teams operate when customer feedback and adoption data inform both roadmap and go to market iteration.
The position tends to suit professionals who prefer structured ownership of a sizable account portfolio and who like balancing consultative conversations with measurable targets. It is a strong fit for someone aiming to deepen expertise in renewals and expansion while operating in an environment that expects clear communication, disciplined pipeline hygiene, and comfort working across functions to resolve customer problems.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
What's the opportunity?
As a Small Business Relationship Manager, you will be a key member of the team leading the growth of our existing business. We’re building a world-class sales organization, and the road ahead is going to be very exciting.
At Intercom, we are striving to do sales differently. We are asking our customers to put Intercom at the core of their businesses, and we can only do this by putting them at the core of ours. We strongly believe in the overall growth and continued development of each new hire. In joining the Relationship Management team at Intercom, you join a community that believes in development and promotion from within. As a rapidly expanding business, there is a high degree of opportunity for progression, creativity, and ownership.
What will I be doing?
- Build relationships with Intercom’s small business customers ensuring revenue growth and customer retention
- Work with current customers to understand their business pains, and provide solutions based on our platform to alleviate them
- Develop strategic territory plans outlining opportunities for upsell, cross-sell, expansion to new business units, and achieve business goals
- Develop advanced knowledge of your customers' businesses and goals while accurately forecasting sales pipeline
- Collaborate with Marketing, Product, and Customer Success by providing customer feedback to drive product innovation
- Track and report all key metrics related to customer growth, retention and Intercom product usage growth
- Engage in team development and mentoring
What skills do I need?
- 2+ years managing a large book of business; 120 accounts (retention, renewals, & account growth)
- 1+ years selling SaaS products
- Experience managing procurement processes
- Strong sales instincts and track record hitting and exceeding quota
- Exceptional written and verbal communicator
- Comfortable and energized operating and problem-solving in a fast-moving organization.
- Exhibits a growth mindset, intellectual curiosity, and ambition
- Ability to build and maintain deep client relationships across levels in complex organizations
- Demonstrable history of leadership, with both immediate and cross-functional teammate
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!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated
*Proof of eligibility to work in the United States is required.
The OTE range for candidates within the San Francisco Bay Area is $147,670 - $190,650. 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).
