Manager, Relationship Managers (MidMarket)

Responsibilities

• Lead and develop an AI-fluent RM team

  • Hire, onboard, and coach Relationship Managers across the MidMarket segment
  • Develop and coach Relationship Managers to lead multi-threaded, value-based conversations across mid-market accounts, with a focus on driving expansion, renewals, and long-term customer growth
  • 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

• Lead multi-threaded expansion strategies across accounts

• Enable modern, value-based and technical selling

  • Coach reps to sell outcomes and value, particularly where AI meaningfully differentiates Intercom
  • Build business cases for AI adoption tied to efficiency, cost savings, and growth
  • 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
  • Identify and unlock cross-sell and expansion opportunities
  • Drive larger, strategic renewals and upsell motions

• 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
  • Navigate complex buying groups and stakeholder alignment

Required Skills

• 4 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 experience managing mid-market or commercial account executives / relationship managers
• 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

• 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

OTE range for Chicago Area: $203,500 - $243,058 (includes base pay, corporate bonus or sales incentive, and RSUs). Actual base pay depends on education, skills, experience, location, etc.