What's the opportunity?
Intercom's Customer Success organization is scaling to meet the demands of a growing book of business and an increasingly complex customer landscape. We're seeking a Senior Customer Success Enablement Manager based in San Francisco to serve as a strategic business partner to our Customer Success leadership team.
This role blends execution and strategic advisory. You'll build and ship enablement programs end-to-end, and you'll partner with senior leaders to shape direction, drive decisions, and bring a clear point of view to every stakeholder conversation. The right person identifies the gap, recommends the path forward, and moves the work.
You'll be on a team of two, directly supporting the full Customer Success organization across Scale, High-touch, and Enterprise.
What will I be doing?
Reporting to the Senior Manager Enablement, you will co-lead Customer Success enablement efforts and support global program launches. You will:
- Partner directly with Customer Success Directors to define enablement priorities that align to retention, expansion, and customer health goals across all segments - bringing recommendations and proposed direction.
- Proactively identify gaps, risks, and opportunities across the Success org and translate them into recommendations.
- Own the measurement framework for CSM performance - connecting program activity to behavior change to business outcomes. Leveraging tools to diagnose gaps, target interventions, and show lift.
- Build and deliver onboarding, ongoing learning, and coaching programs that improve CSM performance across Scale, High-touch, and Enterprise motions.
- Design playbooks, talk tracks, and tools tailored to each segment so CSMs drive adoption, surface expansion, and de-risk renewals.
- Facilitate live and virtual training, workshops, and coaching yourself.
- Own workstreams end-to-end - set direction, align stakeholders, drive execution, close the loop.
What skills do I need?
- 8+ years in Customer Success, Customer Success Enablement, or GTM Enablement, with exposure to scaled and high-touch motions
- Track record as both a builder and a strategic advisor - shipping programs yourself and influencing senior leaders on direction
- Experience designing and delivering high-impact training programs, both in-person and virtually
- Ability to influence senior leaders and navigate ambiguity while driving clarity and results
- Data-driven mindset with experience tracking enablement effectiveness and business outcomes
- Track record of identifying issues, forming recommendations with rationale, and driving them to a decision
- Project management and cross-functional collaboration
- Knowledge of Customer Success processes and methodologies such as MEDDICC or Command of the Message
Bonus skills & attributes
- Experience in a high-growth B2B SaaS company
- Familiarity with Success sales tools including Salesforce, Gong, and Claude
- Experience working with globally distributed teams
- Comfort operating in a fast-paced and evolving environment
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!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for employees, 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 $167,000-$199,000. 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).
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