Nice people and cool product, seems like it's a company that would be fun to work for, and would offer lots of learning opportunities. Salaries appear to be decent too. That said, my interview process was far too rushed, and it gave off an erratic and disorganized impression. It could be though, that this was part of a strategy to see how adaptable candidates are - aka. how quickly can we get you to prepare a presentation!
I made it to the final panel round which consists of a series of interviews with different people, also a presentation. The interviews are structured, each around a different topic. They really dig deep with the questions. In some cases it was a little too much, and in one case, after I'd made it clear I hadn't experienced the exact situation they'd asked about (I was asked to tell them about a time where I'd been in a job where my role was changed and I had to adapt to the new situation) the interviewer kept digging. It seems like they want much more from an employee than just what their job role is. In one of the interviews, questions were relating to how I would design new products. The interviewers were (mostly) friendly though.
I will say that there is a level of arrogance about the company, in that I get the impression they consider themselves to be utterly revolutionary .. like Google or something!
I did not get the offer but did receive tangible feedback as to why not which was good, and they were timely with the communication.
Tip - prepare very detailed answers to standard STAR experience questions.
Interview questions [1]
Question 1
Tell me about a time when you had to navigate a situation where you role changed and you had to adapt?
I applied online. I interviewed at Intercom (London, England) in Apr 2026
Interview
The interview from the hiring manager is horrible. He basically just scripts out the context without listening to the conversation then goes to next question.
The question he asked never related to any job related topics, also when you ask back job related question, the hiring manager refused to answer. From the job inteview, you already can tell the culture should be toxic & people are individually driven rather than team working.
Interview questions [1]
Question 1
Describe a time when you have to challenge the executive
The initial recruiter call was scheduled for 30 minutes but ran to 50, largely due to the conversation following a scripted format. Some basic role-specific questions could not be answered, as the recruiter was based in a different region to the role. This felt misaligned, particularly given the emphasis on reviewing company materials beforehand, which largely mirrored the information shared on the call.
The hiring manager joined the interview late and came across as abrupt in their communication style. When asked about company culture, particularly in light of existing online reviews, the response suggested these were an accurate reflection, with limited additional context or balance.
I was invited to progress to a third stage, however the preparation provided by the recruiter and accompanying documentation were inconsistent. Guidance on interview approach further reinforced concerns around culture and expectations.
I chose to withdraw from the process at this stage.
I applied online. The process took 3 weeks. I interviewed at Intercom (Chicago, IL) in Nov 2024
Interview
The interview process was straightforward and well-structured: a phone screen, followed by a 1:1 with the hiring manager, a presentation, and then a panel interview. While I didn’t progress to the final stage, the recruiter initially extended an opportunity to discuss feedback on my performance. However, after I requested to set up that call, I received no response, which was a disappointing conclusion to an otherwise positive process.
Interview questions [1]
Question 1
Give a specific example of customer challenge and how you helped resolve it
Customer Success Manager applicants have rated the interview process at Intercom with 3.2 out of 5 (where 5 is the highest level of difficulty) and assessed their interview experience as 17% positive. To compare, the company-average is 47.3% positive. This is according to Glassdoor user ratings.
Candidates applying for Customer Success Manager roles take an average of 13 days to get hired, when considering 6 user submitted interviews for this role. To compare, the hiring process at Intercom overall takes an average of 23 days.
Common stages of the interview process at Intercom as a Customer Success Manager according to 6 Glassdoor interviews include:
One on one interview: 31%
Phone interview: 23%
Presentation: 15%
Group panel interview: 15%
Other: 8%
IQ intelligence test: 8%
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