Senior Manager, Customer Success Manager Enablement

Role Overview

• Build role-based learning paths, onboarding programs, and continued skill development tracks
• Develop strategic playbooks for adoption, relationship management, customer engagement, and product excellence
• Create scalable training materials, resources, and knowledge assets
• Partner with cross-functional teams to ensure content accuracy and alignment with organizational priorities.
• Develop quality standards, competency models, scorecards, and coaching frameworks
• Build mechanisms for measuring execution quality across customer touchpoints
• Enable CSMs with tools to coach consistently and effectively
• Collaborate with CS leaders to tie performance expectations to business outcomes
• Lead workshops, feedback loops, and ongoing skill-building opportunities
• Facilitate knowledge-sharing across the CSM community
• Maintain and evolve the CSM knowledge base and enablement library
• Identify gaps and proactively deliver solutions that improve team effectiveness
• Analyze performance data, workflow insights, customer signals, quality trends, and training adoption
• Use insights to prioritize enablement initiatives and recommend targeted interventions
• Provide leadership with reporting and storytelling that demonstrates impact
• Ensure visibility into success metrics and opportunities for improvement
• Align enablement efforts across Product, Virtual Training, Sales and Marketing, Onboarding, and CSM Operations
• Collaborate to maintain consistent messaging, processes, and expectations across the customer journey
• Influence without authority to drive adoption of best practices and operational improvements

Requirements

• Bachelor’s degree and a minimum of 8 years working in SaaS, FinTech, healthcare tech, and/or customer-facing operations roles
• Minimum of 5 years in an enablement, operational excellence, or CSM leadership role
• Demonstrated success building large-scale enablement programs or quality frameworks
• Strong analytical capability with the ability to translate insights into meaningful action
• Experienced in program management and using tools such as LMS platforms, project management systems, and data visualization tools
• Skilled communicator capable of influencing across teams, engaging stakeholders at all levels, and presenting to senior leadership
• Comfortable defining frameworks, content, processes, and scalable systems
• Experience improving workflows and enabling teams through operational clarity
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Proficiency in Microsoft Office Suite: Excel, PowerPoint, Word, Outlook, OneNote and additional support tools: Teams, SharePoint, Salesforce, JIRA, and Tableau
• Effective time management, logical problem solving and analytical skills with demonstrated attention to detail.

Tech Stack

• Tableau

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options
• Professional development programs
• Employee assistance programs
• Tuition assistance
• Commuter support
• Employee resource groups