Customer Success Enablement Manager

Summary

Join AfterShip, a Great Place to Work Certified company, as a Customer Success Enablement Manager. Partner with the Customer Success Manager organization to create and implement enablement programs. Act as a strategic partner to cross-functional teams, representing the CSM team. Develop an exceptional learning experience for CSMs to achieve their full potential. Develop and execute a comprehensive enablement strategy, optimize processes, and lead product enablement for GTM teams. Collaborate with senior leadership and establish metrics to measure the effectiveness of initiatives. Provide ongoing coaching and mentorship to CSMs. This role offers global impact and potential travel opportunities.

Requirements

• Minimum Bachelor degree in a business related field
• 3+ years leading end-to-end enablement programs for Customer Success or Sales roles
• Strategic mindset with the ability to align enablement initiatives with broader organizational objectives
• Excellent communication, presentation and coordination skills
• Proven experience using Gong, Tableau, Hubspot, Notion and Planhat, Google Platform as well as LMS/CMS systems
• Analytical mindset with the ability to leverage data and insights to inform decisions and drive continuous improvement
• Experience in establishing key performance indicators (KPIs) to measure the effectiveness of enablement initiatives
• Experience collaborating cross-functionally with product and marketing teams
• Ability to design and develop engaging and interactive training and content using a variety of adult learning modalities and methods
• You are based in US or Canada (hybrid model)

Responsibilities

• 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
• Partner with internal teams to optimize processes and product enablement
• Lead product enablement for GTM teams leveraging value-based methodology
• Support global roll out of programs beyond Customer Success Org, involving Sales and Solution Architects and other cross functional teams across NA, APAC and EMEA
• 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

Preferred Qualifications

SaaS experience is preferred

Benefits

• Competitive compensation
• Remote-first/hybrid-flexible work setups
• Healthcare coverage offered from day 1
• Retirement Plans including company match
• Annual learning & wellness benefit
• Monthly book perk
• Career progression & professional development
• In-office lunch and commuter benefits for those located in our hub locations