Customer Success Enablement Manager

Summary

Join Hazel Health, a leading virtual provider of school-based healthcare, as their Customer Success Enablement Manager. In this fully remote role, you will support the customer success team by creating centralized playbooks, processes, and systems to enhance service delivery to school and district partners. You will coordinate cross-functional initiatives, streamline customer service processes, and act as a central point of contact for stakeholders. Responsibilities include creating training plans, organizing forums, and leveraging data-driven decision-making to improve customer engagement and retention. This position requires 3-5 years of experience in a similar role at a fast-paced organization, along with sales/customer experience; education sales or tech-ed experience is a plus. Hazel Health offers a competitive salary, performance bonus, stock options, 401k match, healthcare coverage, paid time off, and other benefits.

Requirements

• You have 3-5 years of experience in a similar role at a fast-paced start-up or high-growth organization
• You come to this role with prior sales/customer experience

Responsibilities

• Create centralized, user-specific engagement playbooks to support post-sales team members in building awareness and utilization of Hazel programs and services across our school and district partners. Ensure centralized strategies and materials are up-to-date, organized, and easily accessible to all members of the team
• Coordinate cross-functional engagement and customer success initiatives across markets. Work with Marketing and other cross-functional partners to develop campaigns, launch them, track and monitor effectiveness
• Create streamlined and standardized processes for capturing, escalating, and addressing customer service needs that are voiced through the post-sales team. Gather ‘voice of the customer’ insights and identify themes and issues that require more structured solutioning
• Act as a central point of contact with cross-functional stakeholders across Sales, Marketing, Product, Clinical, and other key functions to ensure customer needs and post-sales team requests are addressed
• Ensure post-sales teams effectively utilize the CRM by providing training, resources, and best practices to drive adoption, maintain data integrity, and optimize workflows for enhanced customer engagement and retention
• Create and roll out structured training and onboarding plans for Account Managers and Customer Success Managers
• Organize forums that bring together Account Managers and Customer Success Managers across markets to launch new processes and initiatives, train on new resources and services/products, share best practices, and gather customer insights

Preferred Qualifications

Education sales or tech-ed experience

Benefits

• Annual performance bonus eligibility
• Stock options
• A 401k match
• Healthcare coverage
• Paid time off
• A broad range of other benefits and perks