Senior Customer Success Enablement Manager

San Francisco, CAfull timeRemote

senior

$167k–$199k

H1B: yes

Intercom Senior Customer Success Enablement Manager at Intercom, responsible for co-leading enablement efforts and supporting global program launches. This role partners with Customer Success leadership to define priorities and measure CSM performance.

Responsibilities

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.
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

Qualification

Comprehensive medicalFlexible paid time off policyPaid Parental Leave Program401k plan match

Required

Knowledge of Customer Success processes and methodologies such as MEDDICC or Command of the Message
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
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