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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, giving modern support teams one single system.
Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.
Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.
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.
- 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
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the San Francisco Bay Area is $167,000-$199,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
Policies
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.
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
Skills Required
- 8+ years in Customer Success, Customer Success Enablement, or GTM Enablement
- Proven track record as a builder and strategic advisor (shipping programs and influencing senior leaders)
- Experience designing and delivering high-impact training programs, 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 diagnosing issues, forming recommendations with rationale, and driving decisions
- Project management and cross-functional collaboration skills
- Knowledge of Customer Success processes and methodologies such as MEDDICC or Command of the Message
- Based in San Francisco (role is San Francisco–based)
- Hybrid work: in-office at least three days per week
- Proof of eligibility to work in the United States
- 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
Intercom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Intercom and has not been reviewed or approved by Intercom.
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Healthcare Strength — Healthcare is described as comprehensive across regions, with employer‑verified medical, dental, and vision coverage and related protections. Job postings and benefits pages consistently highlight strong core health benefits.
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Parental & Family Support — Parental leave is repeatedly characterized as generous for both birthing and non‑birthing parents, with employer verification on public benefits listings. Family support is emphasized across U.S. and EMEA postings.
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Equity Value & Accessibility — Role postings regularly include equity/RSUs alongside salary, indicating broad access to ownership. Total compensation descriptions consistently feature equity as a meaningful part of the package.
Intercom Insights
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal. Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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