Relationship Manager, SMB; LATAM

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.

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.

• 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

• 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.

We are a well‑treated bunch with awesome benefits! If there’s something important to you…