Relationship Manager, Scale

Fin; Chicago (IL); Hybrid; USD 99,000 - 130,000; Full time

Benefits offered by this job

Equity

Medical, dental, vision

401k with match

Paid time off

Parental leave

Office bike storage

Team events

Access to AI tools

Job summary

Fin, an AI Customer Agent company, is hiring a Scale Relationship Manager in the Greater Chicago Area. The role focuses on growing existing business, managing a large book of SaaS customers, and driving retention and expansion using our platform.

You will partner with Marketing, Product, and Customer Success to translate customer needs into product insights while maintaining a robust sales forecast and achieving quota in a hybrid office setting.

Qualifications

• 2+ years selling SaaS products, ideally 1+ years in closing role.
• Ability to manage a large book of business; 200 accounts (retention, renewals, & account growth).
• Strong sales instincts and track record hitting and exceeding quota.
• Exceptional written and verbal communicator.

Responsibilities

• Build relationships with Intercom’s scaled 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 achievement of 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.

Skills

SaaS sales

Account management

Forecasting

Relationship building

Cross-functional collaboration

Negotiation

Job description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

What is the opportunity?

Are you ready to lead the charge in AI-driven customer service? As a Scale 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 scaled 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 achievement of 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

What skills do I need?

• 2+ years selling SaaS products, ideally 1+ years in closing role
• Ability to manage a large book of business; 200 accounts (retention, renewals, & account growth)
• 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 teammates

Benefits

• 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 Intercom employees, friends, and family
• Unlimited access to Claude Code and best-in‑class AI tools; experimentation & building is encouraged & celebrated

The OTE salary range for candidates within the Greater Chicago Area is $99,000 - $130,000. Actual pay will depend on a variety of factors such as education, skills, experience, location, etc. The 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).

Proof of eligibility to work in the United States is required.

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non‑work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.