Remote Success Enablement Manager
at Cartwheel

Summary

Join Cartwheel to help tackle the student mental health crisis. As the Success Enablement Manager, you will build scalable processes, tools, and content that support the customer lifecycle from onboarding through renewal, empowering both customers and internal teams to deliver a seamless experience.

Requirements

• Applicable Experience: 3+ years in customer success, enablement, or operations plus 5+ years in education, education technology and/or health technology, preferably in a startup environment
• Process Builder: You have experience developing scalable customer success processes and implementing systems from scratch, ideally in a startup or high-growth environment
• Technologically Savvy: You’re comfortable using Google Suite (slides and sheets), CRMs (like Salesforce, HubSpot) and customer success tools, with a proven ability to quickly learn and adapt to new technologies
• Relationship Builder: You excel at creating strong relationships with internal teams and customers, promoting trust, and fostering collaboration
• Strategic and Analytical Thinker: You use data and feedback to guide decision-making and optimize processes for efficiency and scalability
• Communicator: Your written and verbal communication skills are top-notch, and you can clearly articulate processes, strategies, and needs across teams
• Mission-Driven: You’re passionate about providing customers with a seamless experience and are driven by the challenge of building something impactful from the ground up
• Adaptable and Entrepreneurial: You thrive in a fast-paced, evolving environment where you can make a significant impact and help shape the company’s direction

Responsibilities

• Build and implement scalable systems, tools, and processes to streamline the post-sales customer lifecycle, including onboarding, adoption, retention, and expansion
• Develop and optimize content creation for onboarding guides, playbooks, training materials, customer resources, and internal documentation to support both internal teams and customers
• Collaborate with Program Managers (CSMs) and cross-functional teams (sales, product, marketing) to improve customer experiences and drive consistent delivery
• Partner with the Success team to gather feedback, create streamlined handoff processes from sales to success, and ensure smooth ongoing support
• Create and implement training programs for internal teams to ensure consistent use of new tools and processes
• Drive the adoption and effectiveness of Success tools like CRM and customer communication platforms, while managing internal enablement programs to upskill team members
• Work closely with Success leadership to set and track key performance metrics, analyze data, and use insights to drive process improvements
• Stay up-to-date on best practices and industry trends to continually improve customer success initiatives
• Flex into direct customer work as needed to learn and support the growing needs of the team

Benefits

• Competitive Compensation: Salary range of $90,000 to $105,000
• Excellent health insurance
• Meaningful equity ownership stake
• Flexible paid time off
• 100% remote with quarterly team meetups, and a collaborative culture
• 401K with employer match
• $500 annual educational stipend
• Macbook