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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.
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 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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Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
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.
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