Sr. Customer Success Enablement Manager

About the Role:

We’re looking for a passionate, talented Customer Success Enablement Manager to join our GTM Enablement Team. In this role, you’ll build, deliver, and scale high-impact programs for our internal Customer Success (CS) team to accelerate account growth and retention across our key verticals: Federal, State, Local, and Education, and Community teams.

As a trusted advisor, program lead and builder, you will play a critical role in partnering with CS leadership, business ops, and other partners to translate key sales and business strategies into training programs and resources aimed at driving customer satisfaction, renewals, and customer lifetime value.

What You’ll Do:

• Conduct research and validate proven customer success approaches and habits of top-performing customer success managers and CS Managers
• Create CSM programs, resources, and tools to increase our CS team’s knowledge, competence, and confidence in serving our clients and our business
• Develop and execute Value Selling program to help reps enhance customer success techniques, drive expansion opportunities, and accelerate renewals
• Develop ever learning program for CS focused on enhancing competencies in these areas: buyer, industry, product, competitive, tools, and client engagement skills and knowledge
• Develop multi-faceted programs and resources to empower our CSM managers as coaches, and identify opportunities to grow and advance high-performing CSMs
• Develop onboarding experience for CSM New Hires aimed at reducing time to ramp and CSM confidence
• Create and maintain enablement content such as interactive workshops, on-demand courses, playbooks, simulations, resources, and on-the-job support to drive real behavior change and establish good CS habits
• Identify, design, and maintain CSM certification opportunities to drive accountability, engagement, and measure program success across priority programs
• Define and track Customer Success Enablement program success metrics that are aligned to our broader CS organization’s key performance indicators
• When training isn’t the answer, partner with key stakeholders to identify opportunities to accelerate CS productivity and effectiveness

What We Can Expect From You:

• 10 years of experience in enablement, training development, and/or program management for customers success teams and/or sales teams
• Demonstrated experience in sales and familiarity with value based methodologies and supporting customers throughout their client lifecycle through renewals
• Ideally have experience working in B2B and public sector
• You’ve worked in fast-paced, agile environments and love building new and innovative programs from ground zero
• Skilled at translating sales strategies and approaches into program strategy and well-written learning content
• Own the program development and implementation experience from end to end
• Experience in developing on-demand and in-person learning experiences utilizing user-centered design principles
• Strong ability to analyze, interpret, and act upon data: You have the ability to assess the root cause of a problem and develop an appropriate solution
• Strong presentation, communication, interpersonal, and negotiation skills
• Strong collaborative spirit, open to diverse perspectives, and new ideas
• Genuinely likes helping others and has a service-oriented mindset