Customer Enablement & Support Manager (CSM/CS Ops Hybrid)

• Customer training & onboarding
• Customer support (Intercom)
• Customer Success systems & automation

Key Responsibilities

• Deliver live online training sessions for new and existing users
• Maintain and improve onboarding content (webinars, guides, resources)
• Ensure consistent, high-quality onboarding across all customers
• Identify common user challenges and feed insights back into product and CS

2. Own Customer Support (Intercom)

• Manage inbound support via Intercom
• Resolve first-line queries and triage more complex issues
• Handle “second-level” support queries with guidance from the CS/product team
• Identify recurring issues and proactively improve support content and workflows

• Assist with check-ins, usage reviews, and renewal preparation for customers
• Track customer activity and flag risks or opportunities
• Help ensure key customers are consistently engaged and supported

• Help manage and improve systems across:
  • HubSpot (CRM)
  • Intercom (support & engagement)
  • Amplitude (product analytics)
• Build and maintain workflows, automations, and integrations
• Improve how we track:
  • Customer health
  • Product usage
  • Engagement
• Partner with CS Leadership and Product teams to scale processes

About You: Skills, Knowledge and Expertise

You might be a great fit if you:

• Have 1–3 years experience in Customer Success, Support, or a similar role
• Are confident running online training sessions or presentations
• Have experience in the configuration & ongoing management of software tools
• Comfort/Experience analysing usage metrics and identifying required actions
• Enjoy helping users understand and get value from software
• Are systems-minded—you like improving processes, not just following them
• Are curious about how tools connect (CRM, support, analytics)
• Are proactive and comfortable taking ownership of problems

What Success Looks Like

• Increased User Retention and Engagement
• Increased adoption of Mooven across customers
• Faster implementation and onboarding of new customers
• Increased customer confidence and proficiency in using Mooven’s platform.
• Tangible improvements in the systems & processes CS uses
• Enhanced feedback loops to inform product development and align Mooven with market needs.
• Strengthened industry presence and recognition for Mooven as a leader in disruption management