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 critical new role, you will solve the "Last Mile" gap in technical readiness, serving as the bridge between R&D, Product, and our customer-facing Solutions teams.
As the Senior Product Enablement Manager (Solutions), you will act as the single-threaded owner of the technical education strategy for our Solutions organization (CSMs, SEs, and Professional Services). You will be responsible for translating our rapid product innovation and AI capabilities into clear, scalable enablement that accelerates adoption and strengthens customer outcomes.
This role is distinct from GTM Strategy; while they architect the commercial plan, you will own the early-stage positioning, solutions readiness, and technical fluency required to ensure our teams understand how our products work and how to deliver them effectively.
What will I be doing?
Reporting to the GTM Enablement leadership, you will partner directly with R&D and Product Management to build and deliver a comprehensive technical enablement program.
Technical Education Strategy & Curriculum
- Developing a scalable and repeatable strategy for the technical education of AEs, RMs, CSMs, SEs, and Professional Services.
- Creating and maintaining a full suite of technical training materials, including hands-on labs, documentation, and how-to guides.
- Leading and facilitating technical training sessions, both live and on-demand, including "Train the Trainer" programs and new product release training.
AI Fluency & Certification
- Owning the AI Fluency Program, creating a unified baseline of understanding regarding our AI capabilities (Fin) across the GTM organization.
- Building and operationalizing a scalable certification framework that integrates AI learning objectives and continuous upskilling into onboarding and ongoing enablement11.
- Ensuring every GTM role is fluent in AI and able to guide customers through AI-driven change management and adoption.
Cross-Functional Partnership (R&D Bridge)
- Serving as the primary liaison between R&D and the Solutions teams, translating product functionality and architecture into digestible, actionable training content.
- acting as the primary conduit for feedback from the Solutions teams back to R&D and Product, synthesizing field insights to help inform the product roadmap.
What skills do I need?
- 5+ years in Sales Enablement, Solutions Engineering, Technical Training, or a related role in a SaaS organization.
- A strong technical aptitude with the ability to bridge R&D and GTM, translating complex technical details into clear guidance for customer-facing teams.
- Experience designing and delivering technical curriculum, including hands-on labs, certifications, and self-paced learning interventions.
- Deep understanding of the "Solutions" function (CSMs, SEs, Professional Services) and the technical readiness required to drive customer adoption and retention.
- The ability to work cross-functionally and build trusted relationships with Product Managers, R&D, and GTM leadership.
- Excellent communication and presentation skills, with an intuitive sense for delivering the right technical information at the right time.
- Analytical mindset with the ability to measure technical proficiency and report on the effectiveness of certification programs
Bonus skills & attributes
- 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 (e.g., Workramp, Highspot).
- Experience working in a globally distributed team.
Benefits
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
#LI-Hybrid
**Policies **
Intercom 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 Intercom. 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.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.