For growing businesses, offering customer success at scale can pose a real challenge. At Intercom, we found ourselves in exactly this position and it started to cost us in terms of becoming outnumbered and dropping the ball with our customers.

In this article, I’ll explain our journey, how we came to the decision to start scaling our approach and why, and how we transitioned our CS org from ‘support on steroids’ to a strategic partner in the business using living resources, scalable content, and a targeted and proactive approach.

My name is Matt O'Boyle, I'm a Customer Success Manager here at Intercom in Dublin. I've been a customer success manager with Intercom for two years now.

Before I was working for Intercom I was a customer of Intercom in a business called Bizimply, another B2B SaaS product based in Dublin, where I was a customer success manager.

Before that, I was doing key account sales for Bizimply, and before Bizimply, I was in SAP doing commercial sales there as the only UK and Ireland rep for SuccessFactors.

Prior to getting into the world of B2B SaaS, I was in Student Union politics, I was a student union president at Maynooth University in Kildare.

Funny old journey to get to where I am, but I'm happy to be sharing this article about having customer success at scale.