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IntercomIntercomSan Francisco, CA

Senior Customer Success Enablement Manager

Build and deliver Customer Success enablement programs end-to-end while partnering with CS leadership to define priorities, measure impact, and drive retention and expansion outcomes. Requires 8+ years in CS or enablement with strong program-building and strategic advisory experience.

167k – 199k
Hybrid8+ YOECustomer Success

About the role

Responsibilities

  • Partner directly with Customer Success Directors to define enablement priorities aligned to retention, expansion, and customer health goals across all segments
  • 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
  • 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
  • Own workstreams end-to-end - set direction, align stakeholders, drive execution, close the loop

Requirements

  • 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

Nice-to-Haves

  • 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

Compensation & Benefits

  • Competitive salary and meaningful equity
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews
  • Unlimited access to Claude Code and best-in-class AI tools
  • Flexible paid time off policy
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for employees, friends, and family
  • Base salary range for San Francisco Bay Area: $167,000-$199,000
  • Eligible for corporate bonus program or sales incentive and RSUs

Skills

Customer Success EnablementGtm EnablementSalesforceGongClaudeMEDDICCCommand Of The MessageProgram ManagementTraining FacilitationData Analysis

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