Senior Enablement Manager, Customer Success

Summary

Join Abnormal Security as a Sr. Enablement Manager for Customer Success and design, execute, and manage a comprehensive enablement strategy for the Customer Success team. Collaborate with leadership to prioritize and build a program for new hires and ongoing training. Utilize best-in-class training methods, create high-quality content, and monitor program effectiveness. This role requires experience in building global enablement programs, content creation across various modalities, and a solid understanding of the customer lifecycle. You will manage training programs, develop certifications, and measure program effectiveness. The ideal candidate possesses strong communication, organizational, and problem-solving skills.

Requirements

• Prior experience defining, building and delivering enablement programs at a global scale
• Have designed and administered content via a variety of modalities - virtual, in person, asynchronously
• Solid understanding of customer lifecycle and the role of Customer Success within that journey
• Strong communicator, highly organized and keen attention to detail
• Possessing design sensibilities to build content that is easy to understand and consume
• Experienced with program management tools (ex. Asana) and LMS tools (ex. Workramp, MindTickle, Highspot)
• Strong collaborator, influencer and problem solver
• Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
• 8+ years of training or enablement experience, including experience with Customer Success

Responsibilities

• Own the Customer Success training program - outline curriculum, manage content development, acquire content sign-off from intended audience leader and deliver training for onboarding and ongoing learning
• Build content that is easy for the learner to understand and organize materials simply and intuitively
• Create training content by working with Abnormal Subject Matter Experts and gathering information from the sources of truth
• Be accountable for CS materials within enablement technology (ex. MindTickle) and content platforms (ex. Highspot)
• Have a maintenance plan for content produced and ensure materials stay current
• Develop certifications programs based on topics identified by leadership
• Ensure content meets the learner's job needs based on their job responsibilities
• Monitor training completion rates and collect feedback from learners
• Measure and report on the effectiveness of enablement programs, take action to optimize results and impact
• Consider and use a variety of training modalities (virtual, in person, Zoom)
• Maintain high standards for all work produced as enablement is a critical piece of Abnormal’s ability to grow and scale
• Independently project manage components of the enablement program from development to launch
• Partner with Enablement peers and collaborate on Abnormal’s common GTM Enablement approach to include training calendar, communication plans, etc
• As needed, participate in the design and development of content for Abnormal enablement events (ex. Go-to-Market Kick-Off)

Preferred Qualifications

Cybersecurity background

Benefits

• Bonus
• Restricted stock units (RSUs)
• Benefits