Director, Customer Success Enablement

Summary

Join Carrot, a leading global fertility and family-building healthcare platform, as the Director of Customer Success Enablement. You will lead a team in developing and driving programs to ensure the Customer Success (CS) & Customer Management (CM) teams' effectiveness. This role involves building a comprehensive customer enablement strategy, partnering with cross-functional teams, and using data to measure program success. You will develop tools and training to improve customer retention and expansion, and work on product rollout strategies. The position requires strong leadership, strategic thinking, and data-driven decision-making. Carrot offers a competitive compensation package and a holistic Total Rewards package.

Requirements

• 5+ years of experience leading Sales or Customer Success Enablement teams
• 7 years of work experience in Customer Success, Customer Success Coaching, or Customer Success Training
• Strong knowledge of the customer success process, methodologies, and best practices
• GTM experience across customer segments (Enterprise and SMB) and functions (Sales, Marketing, Onboarding, Customer Success)
• Highly proficient at building trust with Customer Success Managers, leadership and cross-departmentally
• Strategic thinker with the ability to execute
• Data-driven mindset with proven experience utilizing metrics for decision-making and measurement of customer & sales program success
• Exceptionally organized with mastery of proactive planning to deliver a positive and impactful experience during product launches, trainings, in-person events and other activities

Responsibilities

• Lead and develop a high-performing team of go-to-market enablement professionals
• Develop and execute a comprehensive customer enablement strategy, enhancing customer experience across all touchpoints
• Partner with CS & CM Leadership, Operations, Product, Marketing, and Commercial Enablement teams to design and deliver enablement programs aligned with the overall business strategy and can access the necessary cross-functional support; supporting practices to scale global customer success across multiple products, geographies, and segments
• Work with appropriate resources to prepare for product roll out strategies that include utilization projections, identification of ideal customers for new opportunities and prepare teams to manage targeted upsell opportunities
• Develop the framework, tools and support that facilitate a team-based selling approach
• Maintain high customer retention through the identification, development and implementation of customer success strategies, tools, training and programs
• Use performance data to identify knowledge or skill gaps across the customer-supporting teams and implement enablement tools to address those gaps
• Leverage KPIs, partnering with Operations team resources on reporting and data needs, to measure the effectiveness of enablement programs, understand customer churn activity and assess upsell efforts. Provide regular reporting and insights on the impact of enablement initiatives to stakeholders
• Own segment-specific playbooks (Customer Success methodology and lifecycle management plays) and other required content for the customer lifecycle process
• Partner with the Director, Optimization and other Operations team colleagues on opportunities to improve tools, resources and processes that will deliver on efficiency targets, positively impact the customer experience, and improve job satisfaction for the Customer Success teams
• Stay current with industry trends and best practices to continuously improve programs

Preferred Qualifications

• Exceptional coaching skills and commitment to professional development
• Excellent interpersonal, analytical, written communication, and presentation skills
• Experience building a Customer Success Enablement function at a high-growth B2B organization
• Ability to work cross-functionally across the organization, to team up and deliver value
• Demonstrated ability to communicate and collaborate with all levels of employees, including executive leadership, senior management, technical staff, and customers

Benefits

• Health and wellness benefits
• Retirement savings plans
• Short- and long-term incentives
• Parental leave
• Family-forming assistance
• Competitive compensation package