Lead Enablement Manager, Customer Success (Customer Hub)

As a Lead Enablement Manager - Customer Success, you will be responsible for ensuring that the Global Customer Success Managers are equipped with the content and skills necessary to excel in their roles and deliver a world class customer experience. 

You will be the dedicated Enablement business partner to our Customer Success organization, working alongside senior leadership to fully understand the structure, needs, and goals of the organization.  You will act as a strategic consultant, providing recommendations and plans to help the business reach their goals.  You are responsible for creating and implementing enablement programs and initiatives to support our Customer Success Managers (CSMs) in effectively managing and growing our customer relationships.  In this highly dynamic position, you will be equal parts program manager, content developer, and facilitator.  You’ll be part of the GTM Enablement Team, reporting directly to the Sr. Manager of Global Field Effectiveness.

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:

• 6+ 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
• Experience using authoring tools and content and learning management systems (ie: Articulate Rise/Storyline, Captivate, Adobe Premiere Pro, Camtasia and Seismic or Cornerstone)
• Familiarity with customer success tools like Gainsight and Salesforce as well as other enablement platforms (Gong & Seismic)

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