Senior Customer Success Enablement Manager

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.

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.

• 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

• 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

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.