Manager, Relationship Managers (MidMarket)
Leads a team of Mid-Market Relationship Managers to drive customer retention, expansion, and revenue growth through AI adoption. Owns team performance metrics including renewals, upsells, and pipeline while coaching on value-based selling of SaaS solutions. Requires 4+ years sales management experience.
About the job
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
- 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 this role is targeted at $292,500 - $349,375 for the San Francisco Bay Area.
Skills
SaaS Sales, Sales Management, CRM, Forecasting, AI Sales, MEDDPICC, Command Of The Message, Revenue Management, Account Management, Sales Coaching
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