Senior Customer Success Enablement Manager

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.

What will I be doing?

• 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.
• 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.