Senior Product Enablement Manager

Intercom•San Francisco, CA

2d•Hybrid

About The Position

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? Intercom’s Global Sales Organization is rapidly evolving, and the GTM Enablement team is expanding to support. In this role, you will close a critical gap in technical readiness, serving as the bridge between R&D, Product, and our customer-facing teams. As the Senior Product Enablement Manager, you will be the single-threaded owner of product education for our Sales and Solutions teams. You’ll translate our rapid product innovation and AI capabilities into clear, scalable enablement that accelerates adoption and strengthens customer outcomes. You will own the early-stage positioning, readiness, and technical fluency required to ensure our teams understand how our products work and how to deliver them effectively—especially across a high-priority product workstream with frequent launches and enhancements.

Requirements

Strategic Commercial Mindset: You are a "builder" who can take an ambiguous product update and figure out the GTM strategy required to make it successful in the market.
Business Acumen: Deep understanding of the SaaS commercial engine and how technical product features translate into business value and revenue.
Technical Fluency: Ability to quickly grasp complex technical concepts (particularly AI) and translate them into simple, persuasive commercial narratives.
Cross-Functional Influence: Proven ability to partner with and influence senior leaders across Product, R&D, and Sales to drive strategic alignment.

Nice To Haves

Experience at a high-growth SaaS company.
Familiarity with AI technology and experience enabling teams on AI-driven products.
Background in instructional design or technical writing.
Experience using tools like Salesforce, Gong, or modern LMS platforms
Experience working in a globally distributed team.

Responsibilities

Defining the Commercial Path: Moving beyond the "what" of the product to define the "how" of the GTM approach. You will work cross-functionally to define how to package, position, and operationalize a high volume of product updates into a cohesive field narrative.
Operationalizing Innovation: Serving as a voice of the field within the continuous release cycle, ensuring that every product enhancement has a clear commercial strategy and a path to field adoption.
Launch Readiness & Marketability: Partnering with Product Marketing to ensure that technical capabilities are translated into value-based selling frameworks that the field can execute immediately.
Field Change Management: Leading the strategy for how we introduce new capabilities to the field, ensuring pre-launch alignment and post-launch reinforcement that drives measurable revenue impact.
Commercial Frameworks: Developing the GTM "playbooks" that AEs, RMs, CSMs, and SEs use to navigate complex technical sales and customer adoptions.
Scalable Readiness Strategy: Designing a repeatable, high-velocity strategy for field readiness that keeps pace with rapid R&D cycles without creating "training fatigue."
Cross-Functional Leadership: Serving as a high-level advisor to Product and R&D leaders, providing the GTM perspective on product roadmap and commercial packaging decisions.
Field-to-Product Loop: Acting as a strategic conduit for field feedback, synthesizing insights from the frontline to help R&D and Product refine the commercial viability of new features.
Impact Measurement: Defining what "readiness" looks like through the lens of commercial performance, measuring the efficacy of GTM strategies against adoption and revenue targets.