Senior Customer Success Enablement Manager

Intercom is seeking a Senior Customer Success Enablement Manager to support its growing Customer Success organization based in San Francisco. This role involves building and executing enablement programs, partnering with leadership to drive strategic initiatives, and enhancing customer success performance across various segments.

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