Customer Success Enablement Manager

Summary

Join Consensus as our Customer Success Enablement Manager and become a pivotal member of the newly formed Revenue Enablement team. You will empower our Customer Success Managers (CSMs) by providing them with the necessary knowledge, skills, resources, and processes to deliver exceptional customer value, build strong relationships, and drive customer retention and growth. This role demands a strategic mindset, a passion for empowering others, a solid understanding of the customer success lifecycle, and the ability to translate business needs into effective enablement programs. The position focuses on individual contribution and strategic execution, with potential management responsibilities as the team expands. You will build and execute the CS Enablement strategy, design and deliver training programs, measure training outcomes, manage the customer success content library, and collaborate with other teams to optimize processes and improve efficiency. This is a flexible, remote position.

Requirements

• 3-5 years of experience in Revenue Enablement, CS Training or CS Operations combined; experience in an Enterprise CS role preferred but not required
• Experience utilizing Learning Management Systems (LMS) to create, deploy, and track on-demand learning modules for the CS Team and co-manage CMS with Sales Enablement
• Familiarity with other enablement tools
• Strong program management skills, implementing and leading training initiatives end-to-end
• Proven track record of building positive relationships across the business
• Demonstrated ability to take broad visions and concepts and develop structured plans, actions and measurable metrics
• Data analytics proficiencies, capable of interpreting and optimizing programs based on available data
• Strategic problem-solving skills, with the ability to execute in a fast-paced, flexible environment

Responsibilities

• Build and define our CS Enablement strategy with input from CS Leaders, aligning with overall business objectives
• Design, build, and deliver comprehensive onboarding training programs for Mid-Market and Enterprise CSM roles
• Design, build, and deliver ongoing group training for new processes, product launches, use cases, technical knowledge, or soft skills
• Drive learning through refreshers and additional certifications at company onsites and customer success kick-offs
• Measure outcome of onboarding and ongoing training, delivering results to the executive and board teams
• Utilize WorkRamp to create on-demand learning modules for the CS team
• Manage and optimize the customer success content library within WorkRamp, ensuring all resources are current, relevant, and easily accessible
• Partner with Sales Enablement to identify, build, co-facilitate, and measure cross-departmental training opportunities
• Collaborate with Revenue Operations (RevOps) to identify, design, and implement automated processes and tools to streamline CS workflows and improve efficiency for the CS team
• Actively participate in CS leadership team meetings & collaborate to capture feedback and iterate programs as needed
• Actively participate in Product calls to anticipate and prepare for product trainings
• Facilitate & conduct trainings and build coaching materials for first-line managers
• 1:1 coaching as needed

Benefits

• Benefit from a generous employer contribution towards health insurance, with a variety of plans that include dental and vision coverage
• Enjoy employer contributions to your HSA, and take advantage of HSA/FSA programs to maximize your tax savings
• Secure your future with our 401(k) plan featuring company-matching contributions
• We offer paid parental leave, so you can prioritize what matters most—your family
• Enjoy unlimited PTO and 12 company holidays to recharge and refresh
• Celebrate your birthday with a day off, and enjoy Flex Fridays, where every third Friday of the month is yours to unwind
• Work in a flexible, remote environment that suits your lifestyle, with a top-tier WFH setup provided when you join
• Participate in our professional development program to expand your skills and advance your career
• Make a difference in your community with two paid volunteer days each year at a charity of your choice