Senior Customer Success Enablement Manager

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. 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. 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. What will I be doing? 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. 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 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 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 environ