Senior Manager, Client Health & Enablement

Summary

Join Hello Heart as a Senior Manager, Client Health & Enablement and lead the charge in shaping a high-performing, client-obsessed CX organization. You will own enablement across the Customer Success (CS) function, building training programs, developing scalable content, and aligning strategy to client lifecycle stages. Your work will directly improve client health, drive growth conversations, and empower our team to deliver exceptional value at every touchpoint. This role reports to our Vice President, GTM Enablement and plays a key part in our next stage of growth. You will design and execute training and enablement programs for the CX team, partner with CX leaders to create and maintain content, and develop enablement tactics across the client journey. You will also launch structured certification programs, identify gaps in client health, and measure impact by tracking key KPIs.

Requirements

• 7+ years of professional experience, with at least 5 years in training, enablement, or client success roles—ideally within B2B healthcare technology. B2B2C experience is a plus
• Direct experience working within a Customer Success function is required
• Proven ability to create impactful training and enablement content mapped to the client lifecycle and CS team workflows
• Strong collaboration skills with experience aligning with GTM Operations, Product, and CX leadership
• Familiarity with enablement platforms and tools such as Salesforce, Highspot, Gong, Salesloft and Asana
• Analytical mindset with experience measuring success through enablement KPIs
• Ability to travel up to 15% annually as needed

Responsibilities

• Design and execute training and enablement programs for the CX team—including onboarding, process training, systems usage, and upskilling on growth strategies
• Partner with CX leaders to create and maintain content that enables meaningful client conversations, supports partnership expansion, and retains clients year after year
• Develop enablement tactics across the client journey—covering stakeholder engagement, growth strategies, negotiation skills, barrier resolution, and lifecycle management
• Launch structured certification programs, define training benchmarks, and implement best-in-class enablement content to maximize CS impact
• Identify gaps in client health and collaborate cross-functionally to address them through enablement, process improvement, and CX strategy
• Measure Impact by tracking key KPIs such as onboarding completion rates, enablement effectiveness, CSM efficiency, and enablement impact on client retention and expansion
• Own project planning end-to-end, stakeholder alignment, timeline tracking, and reporting to ensure enablement initiatives are executed smoothly and effectively
• Conduct 1:1 call coaching of CSM’s to upskill at a micro level. You will give candid, regular, and actionable feedback on real client calls

Preferred Qualifications

Background in digital health, SaaS, or health tech strongly preferred