Principal Enablement Partner, Customer Success

Our GTM Enablement team supports 1000+ sales and customer success professionals driving revenue and growth at one of the fastest-growing publicly traded companies in the SaaS industry. We pride ourselves on being a reliable, real-time, and consistent resource for the Sales and CS Teams, and empowering them to do their jobs more efficiently while growing their skill set and enabling Klaviyo’s long term strategy.

Our team is growing and we are currently looking for a Principal Enablement Partner to partner with our Customer Success Manager (CSM) organization. In this role, you are responsible for creating and implementing enablement programs and initiatives to support our CSMs in effectively managing and growing our customer relationships.

As a strategic partner to many cross-functional teams around the company, you will act as the voice and representative of the CSM team as your end customer. Your objective is to create an exceptional and equitable learning experience that empowers our CSMs to achieve their full potential, ensuring their success and fostering their growth. In order to succeed, you will bring a strong point of view on applying customer service methodologies, book of business management and skill development that results in better usage, retention, and ultimately customer success.

How you’ll make a difference:

• Develop and execute on a comprehensive enablement strategy that supports the professional growth and effectiveness of our CSMs. This includes designing and delivering training programs.
• Collaborate closely with senior leadership to develop enablement initiatives tailored to address critical gaps identified across the knowledge, skills and processes of our global CSMs.
• Develop and maintain an onboarding program for new CSM hires, ensuring a smooth transition and accelerated ramp.
• Foster a collaborative and supportive environment through knowledge sharing, peer learning, and facilitating communication channels for CSMs.
• Establish metrics to measure the effectiveness of enablement initiatives and track the impact on CSM performance, customer satisfaction, and revenue growth.
• Act as a subject matter expert on customer success best practices, industry trends, emerging technologies relevant to customer success and incorporate them into the enablement programs.
• Provide ongoing coaching and mentorship to CSMs, offering guidance on best practices, customer engagement strategies, and relationship management.

Who you are:

• 3+ years leading end-to-end enablement programs for Customer Success or Sales roles
• Proven experience in a Customer Success role in a SaaS organization, with a strong understanding of customer success principles and best practices
• Strategic mindset with the ability to align enablement initiatives with broader organizational objectives
• Analytical mindset with the ability to leverage data and insights to inform decisions and drive continuous improvement
• Experience designing and delivering complex training programs that educate customer success team members on delivering value to their customers
• Experience in establishing key performance indicators (KPIs) to measure the effectiveness of enablement initiatives
• Experience collaborating with marketing and product teams to create value messaging and product positioning for CSMs to use effectively in customer conversations
• Ability to design and develop engaging and interactive training and content using a variety of adult learning modalities and methods
• Consistent record of impacting revenue outcomes through enablement, based on documented success metrics

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