Senior Customer Experience Enablement Manager

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

📋 Description

• Lead a comprehensive enablement roadmap aligned with customer experience (CX) objectives, team efficiency, and outcomes for customer interactions.

• Convert pain points from Customer Success Managers (CSMs), customer feedback themes, and business priorities into effective enablement strategies, resources, narratives, and guidance.

• Collaborate with Product Marketing Management (PMM), Clinical, Product, Analytics, Client Operations, and CX leadership to enhance customer discussions, book management, retention, and growth.

• Develop strategic content and frameworks that empower CSMs to convey value consistently and confidently throughout the customer journey.

• Assess, reprioritize, automate, or shift tasks to maintain a focus on high-impact enablement activities.

• Establish success metrics and continually adjust priorities based on feedback, usage trends, and business context.

• Recognize opportunities for artificial intelligence (AI) and automation in areas such as knowledge management, communication, intake triage, regular content updates, and resource upkeep.

• Design self-service tools, repeatable workflows, and decision-making paths to facilitate easier access to answers and resources for CX team members.

⛳️ Requirements

• 6–8+ years of experience in customer success enablement, sales/revenue enablement, customer success operations, or a related field, with a stronger focus on enablement rather than general project management.

• Capability to deconstruct ambiguous business challenges into clear priorities, practical solutions, and scalable enablement strategies.

• Proven track record of converting customer, CSM, and business feedback into actionable roadmaps, resources, and guidance that enhance field effectiveness.

• Strong sense of ownership; ability to work independently while balancing strategic insight with operational execution in a dynamic environment.

• Excellent communication skills, professional presence, strong listening abilities, and capacity to influence cross-functional stakeholders and senior leadership.

• Experience with AI, automation, or systems thinking to minimize manual tasks, enhance scaling, and boost team efficiency.

• Background in enabling teams across various complex products, diverse engagement rules, and different buyer personas.

• Interest or experience in health technology, digital health, or telemedicine.

• Exceptional written and verbal communication skills with the ability to simplify complex information for busy teams.

🏝️ Benefits

• Competitive salary with a substantial annual cash bonus.

• Equity grants.

• Employee stock purchasing plan (ESPP).

• Remote-first work-from-home culture.

• Flexible Time Off to support rest, recharge, and connection with loved ones.

• Generous parental leave.

• Health, dental, and vision insurance (with above-market employer contributions).

• 401k retirement savings plan.

• Lifestyle Spending Account (LSA).

• Mental Health Support Solutions.

• ...and more!