Lead Enablement Manager, Customer Success (Hub)

Job Description

• 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.

Qualifications

• 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)

Benefits

• medical, dental and vision coverage • health savings accounts • flexible spending accounts • 401(k) • flexible paid time off • company-paid holidays • a culture of learning that includes a learning allowance and access to a professional coaching service for all employees