Customer Success Enablement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Strategize, construct, and sustain scalable content for Customer Success enablement that extends beyond onboarding.

• Develop and manage a centralized repository of knowledge in collaboration with Subject Matter Experts (SMEs) across Revenue Enablement, Product, Marketing, and Sales.

• Implement the everboarding strategy by coordinating timelines, deliverables, and communication with stakeholders.

• Organize and refresh internal learning materials and documentation.

• Oversee enablement communications, including newsletters, training schedules, and update announcements.

• Gather feedback and assess program effectiveness by tracking adoption, knowledge retention, and performance metrics.

• Address regional enablement requirements by tailoring content for various sales teams.

• Enhance and oversee onboarding curricula specific to segments for new Customer Success Managers.

• Collaborate with Go-to-Market and Product teams to create live and e-learning product training and enablement content.

• Strengthen sales methodologies and support coaching initiatives led by managers.

• Improve competitive battle cards and establish a routine for competitive enablement and feedback collection.

• Incorporate AI-driven enablement workflows, such as automated assignment scoring, AI-assisted coaching, and generative asset creation.

• Manage content platforms and oversee the maintenance of content related to processes, motions, and priorities.

• Track enablement completion, usage, and sales productivity data to identify gaps and celebrate top performers.

• Define and outline the Customer Success Manager (CSM) journey with leadership, crafting a structured enablement roadmap.

• Develop technical and commercial playbooks elucidating e-commerce search principles like transformers, LLMs, and A/B testing metrics.

• Create onboarding programs designed to expedite CSMs' time-to-productivity.

• Educate CSMs on product updates, competitive battlecards, and strategies for value realization.

• Produce materials that assist in identifying health risks, managing renewals, and seizing retention and expansion opportunities.

⛳️ Requirements

• Minimum of 5 years' experience in Sales, Product, or Customer Success Enablement, with a strong emphasis on post-sales value realization, product training, and customer onboarding.

• Proficiency with learning and content management tools such as Articulate, Planhat, Gong, Claude, Letter.AI, and Notion.

• Strong grasp of adult learning theories and experience implementing them in training design, content delivery, or knowledge-sharing systems.

• Exceptional stakeholder management and communication abilities, with a talent for influencing and collaborating across various functions and levels.

• Capability to prioritize tasks effectively, manage conflicting demands, and maintain clarity in ambiguous situations.

• Experience in instructional design, content strategy, and/or sales operations tools is preferred.

• Familiarity with coaching methodologies like Command of the Message or similar Value-Based Selling frameworks is advantageous.

• Knowledge of enablement metrics and learning analytics, including tools such as Tableau, along with experience in A/B testing content formats for effectiveness is preferred.

🏝️ Benefits

• Unlimited vacation time; employees are strongly encouraged to take a minimum of 3 weeks each year.

• Competitive compensation package, including stock options.

• Fully remote team; you can choose your place of residence.

• Work-from-home stipend provided.

• Apple laptops supplied for new hires.

• Annual training and development budget for each employee.

• Maternity and paternity leave available for eligible employees.

• Company-sponsored US health insurance, fully covered for employees.

• Opportunity to collaborate with talented individuals and make a significant impact.