Revenue Enablement Program Manager, Client Experience – CX

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

📋 Description

• Collaborate with CX leadership (Account Management + Support) to pinpoint performance gaps and establish enablement priorities that align with business objectives (retention, expansion, CSAT, resolution time).

• Create and implement a quarterly enablement roadmap that encompasses onboarding, product training, and skill enhancement.

• Work alongside Account Management leadership to enhance customer engagement, retention strategies, and conversations regarding expansion.

• Design and deliver onboarding and ongoing training programs for Account Managers and Support representatives (e.g., account growth, renewal management, ticket processing, customer communication) to expedite time-to-productivity.

• Develop scalable resources such as playbooks, conversation guides, manuals, and SOPs, and oversee the CX content strategy across various tools (e.g., Guru, Lessonly), establishing governance for their creation, review, and continuous audits to ensure teams have centralized access to accurate, up-to-date materials.

• Collaborate with Product and PMM on new product launches to ensure CX teams can effectively support, position, and troubleshoot; create new programming as business initiatives emerge.

• Partner with CX leadership to define and monitor success metrics for enablement programs (time-to-productivity, CSAT, resolution time, retention, expansion).

• Utilize tools (e.g., Outreach, TalkDesk, PlanHat, QA tools, ticketing systems) to evaluate performance and identify coaching opportunities.

• Continuously refine programs based on data, feedback, and business results.

⛳️ Requirements

• A minimum of 3 years of experience in Revenue or CX Enablement, ideally with 1-2 years in a Sales, Account Management, or Customer Success role within a SaaS or high-growth technology environment.

• Demonstrated experience in developing and scaling enablement programs for Customer Success, Account Management, or Support teams.

• Proven ability to collaborate cross-functionally with Product, PMM, RevOps, and CX leadership.

• Strong knowledge of CX metrics (CSAT, NPS, retention, expansion, resolution time).

• Familiarity with enablement and CX tools (e.g., LMS, Guru, Gong, Zendesk, or similar ticketing systems).

• Experience in creating and leading skills training for both Account Managers and Customer Success teams.

• Exceptional executive communication skills; comfortable presenting to senior leadership.

• Strong organizational skills as a program manager capable of leading multiple concurrent initiatives without compromising quality or speed.

🏝️ Benefits

• Ongoing training and growth opportunities.

• A "Best Place to Work" award winner multiple times, focusing on creating an excellent employee experience.

• Comprehensive medical, dental, and vision plans.

• Mental Health Coverage - we offer several programs to support your mental health and wellness goals.

• Unlimited Paid Vacation. We expect you to work hard while still enjoying your personal life.

• 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption) and 8 weeks of Paid Pregnancy Leave.

• 401(k) Matching.

• Employer-contributing student loan assistance program or continuing education reimbursement program.

• Employee Stock Incentive Plan.

• Pet insurance for your furry companions.

• Consistent and fair leadership: we share information, set clear goals, show respect, and treat everyone fairly.

• Sufficient freedom to explore opportunities while maintaining accountability.