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Relationship Manager, SMB (LATAM)

Chicago, Illinois

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? 

As a Small Business Relationship Manager for LATAM, you will play a critical role in driving growth and retention across Intercom’s existing customer base in Latin America. This is a high-impact role within a fast-scaling, customer-centric sales organization, focused on helping SMB customers across diverse LATAM markets grow their businesses using Intercom as a core platform.

At Intercom, we approach sales differently. We ask our customers to build their businesses on Intercom, and we do that by deeply understanding their local markets, challenges, and growth ambitions. In LATAM, this means navigating a dynamic mix of economies, buying behaviors, and maturity levels while delivering clear value and trusted partnership.

Joining the Relationship Management team means joining a culture that prioritizes development, internal mobility, and long-term career growth. As Intercom continues to invest in LATAM, this role offers meaningful opportunities for ownership, progression, and influence as we scale our footprint across the region.

What will I be doing? 

  • Own and grow relationships with a portfolio of small business customers across LATAM, driving revenue expansion and retention (with Brazil as your largest market)
  • Partner with customers to understand their local market dynamics, business challenges, and growth goals, then position Intercom solutions to meet those needs
  • Develop and execute strategic territory plans that identify upsell, cross-sell, and expansion opportunities across accounts and business units
  • Build strong executive and day-to-day relationships, adapting your approach to regional buying processes and cultural nuances
  • Maintain accurate pipeline forecasting and account plans while managing a high-volume book of business
  • Collaborate closely with Marketing, Product, and Customer Success teams by sharing customer insights and regional feedback to influence go-to-market and product decisions
  • Track and report on key metrics related to customer growth, retention, and product adoption across LATAM
  • Contribute to team development through collaboration, best practice sharing, and mentorship as the region scales

What skills do I need? 

  • 2+ years managing a large book of business, approximately 120 accounts, with responsibility for renewals, retention, and expansion
  • 1+ years of SaaS sales experience, ideally in a subscription-based or recurring revenue environment
  • Experience navigating procurement and commercial processes common in LATAM markets
  • Proven track record of meeting and exceeding quota in a growth-oriented sales role
  • Strong written and verbal communication skills, with the ability to clearly articulate value to diverse audiences
  • Fluency in Portuguese required; ideal to also have fluency in Spanish 
  • Comfort operating in a fast-paced, evolving organization with ambiguity and change
  • Growth mindset with intellectual curiosity, resilience, and ambition
  • Ability to build trusted relationships across multiple stakeholders and levels within customer organizations
  • Demonstrated leadership through influence, collaboration, and contribution to team success

This role is ideal for someone excited about building long-term customer value in LATAM while growing their career within a global, product-led SaaS company.

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 OTE range for candidates within the Greater Chicago Area is $132,000 - $158,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The OTE 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 three 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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