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Startup Community Manager

San Francisco, California

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. 

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. 

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity? 

Intercom is seeking a passionate and dynamic Startup Community Manager to drive our growth and brand awareness in the startup ecosystem. This role is critical to fostering our startup community, connecting with founders, and establishing Intercom as the essential customer service platform for early-stage companies. Intercom's startup programs are a core engine of growth, attracting thousands of top global startup customers over the last 8 years.

As the Startup Community Manager, you'll create engaging events and experiences, build and nurture relationships with startup ecosystem partners, and help establish Intercom as the primary customer service solution for startups. You'll work closely with the Startups team as part of the Go To Market (GTM) function to develop impactful community initiatives that drive growth and help our startup customers be successful. 

What will I be doing?

Community Building & Engagement:

  • Design and execute a comprehensive community strategy to engage founders and startup teams through events, content, and direct outreach
  • Create and manage a vibrant online community of startup founders and teams using Intercom
  • Develop opportunities for peer-to-peer learning and networking within the startup community
  • Identify and nurture relationships with community champions and advocates

Events & Programming:

  • Plan and manage in-person and virtual events targeting startup audiences across major startup hubs
  • Collaborate with startup partners (VCs, accelerators & tech alliances) to drive joint brand visibility in key communities
  • Create engaging webinars, workshops, and other educational content that brings value to startup customers
  • Build pre-event, event, and post-event campaign strategies to engage prospects and customers at each touchpoint
  • Measure and optimize event impact using data-driven insights and community feedback

Community Growth

  • Accelerate customer adoption by identifying and removing friction, running onboarding office hours, and building scalable programs
  • Identify, engage, and share best practices with founders to uncover customer needs and trends
  • Track community health metrics and provide regular reporting on community growth and engagement
  • Provide best-in-class training and education to help startups succeed with Intercom

Cross-functional Collaboration:

  • Work closely with across the GTM teams to amplify startup customer experiences
  • Represent the voice of the startup community internally to influence product and programs
  • Collaborate on content creation that resonates with the startup audience
  • Ensure a cohesive and coordinated approach to community initiatives

What skills do I need?

  • 3+ years of experience in community building, events production, and management, preferably within the startup ecosystem
  • Exceptional communication and interpersonal skills, with a talent for building and nurturing relationships
  • Strong understanding of the startup journey and unique challenges faced by early-stage companies
  • Experience planning and executing successful in-person and virtual events
  • Data-driven approach to measuring community engagement and success
  • Detail-oriented with the ability to manage multiple projects simultaneously
  • Self-starter with drive to succeed in a quickly changing business environment
  • Outstanding cross-group collaboration, interpersonal, verbal and written communication skills
  • Collaborative team player who can effectively engage cross-functional teams
  • Self-motivated, organized, and capable of thriving in a fast-paced, dynamic environment
  • Authentic relationship building skills and extremely self-motivated and success-driven

Who you are

  • Passionate about startups and the venture ecosystem 
  • 2+ years of startups experience 

Bonus skills & attributes 

  • Experience working at a startup, VC firm, or accelerator
  • Strong network within the startup ecosystem, including relationships with founders, VCs, and community leaders
  • Familiarity with marketing/sales systems and partner management tools
  • Understanding of VC landscapes, with the ability to identify and seize partnership opportunities
  • Creative thinking and innovative approach to community building

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 base salary range for candidates within the San Francisco Bay Area is 104,063 - 120,938. 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).

 

Policies 

Intercom 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 two days per week.

We have a radically open and accepting culture at Intercom. 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.  

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom 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.

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