Customer Success Enablement Manager

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

📋 Description

• Develop and sustain Customer Success and Implementation playbooks, standard operating procedures (SOPs), templates, and best practices.

• Create onboarding and continuous training programs for the Customer Success and Implementation teams.

• Manage customer and internal presentation materials, which include business review decks, training resources, and executive-ready updates.

• Design scalable processes for implementation, launch preparedness, customer wellbeing, escalations, business reviews, renewals, and growth.

• Keep a centralized knowledge repository for teams that interact with customers.

• Collaborate cross-functionally to convey and promote the adoption of product, operational, and process alterations.

• Spot opportunities to automate manual tasks and enhance team productivity.

• Create tools and resources to assist teams in identifying risks, dependencies, and optimal next steps sooner.

• Assess enablement effectiveness and consistently refine programs based on team and customer demands.

• Work in partnership with Customer Success, Operations, Product, Sales, Marketing, and other departments.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Marketing, Enablement, Implementation, or Customer Operations.

• Proven experience in developing scalable processes, playbooks, and training initiatives.

• Excellent project management, communication, and documentation capabilities.

• Ability to simplify intricate workflows and transform them into practical tools that teams will utilize.

• Highly organized, proactive, and adept at thriving in a rapidly growing environment.

• Experience in collaborating across various teams and organizational levels.

• Background in healthcare, health plans, benefits, or health technology is advantageous.

• Familiarity with Salesforce, Notion, or comparable customer success and knowledge management tools is a plus.

• A builder mentality with a focus on execution.

🏝️ Benefits

• Eligibility for equity incentive plan.

• Competitive benefits packages.