Key skills
Customer Success ManagementDigital Health TechnologiesEnablement PlatformsData AnalysisInstructional DesignChange ManagementCommunication SkillsProject ManagementAnalyticsRepositorySaaSSalesforceCRMJiraCommunicationCollaborationCustomer Success
About this role
Navina is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. They are seeking a highly motivated and strategic thinker for the role of Customer Success Enablement Manager, which is key to empowering the Customer Success organization with the necessary tools, resources, training, and insights to deliver exceptional value to healthcare clients.
Responsibilities:
- Enablement Strategy & Execution
- Develop, implement, and optimize the Customer Success infrastructure roadmap aligned with business objectives and customer needs
- Create and maintain scalable onboarding and ongoing training and upskilling programs for new and existing CS team members
- Lead enablement initiatives for new product launches, feature rollouts, and process changes
- Content Development & Management
- Collaborate with subject matter experts (product, compliance, marketing, etc.) to develop client-facing and internal enablement assets, including playbooks, case studies, workflows, training guides, and knowledge base articles
- Manage the content repository to ensure relevance, accuracy, and accessibility
- Technology & Tools
- Evaluate and manage enablement tools and platforms (e.g., LMS, CRM, CS platforms like Gainsight or Totango)
- Drive adoption of customer success tools, templates, and standardized processes across teams
- Data & Insights
- Measure the effectiveness of enablement programs using KPIs such as time to value, NPS, customer health scores, and renewal/retention metrics
- Use analytics to identify knowledge gaps, performance trends (usage and adoption), and areas for process improvement, then work in collaboration with management to address and close gaps identified
- Cross-Functional Collaboration
- Work closely with Product Marketing, Learning & Development, and Clinical Operations teams to ensure alignment between customer experience and internal capabilities
- Serve as a voice of the CS team in cross-departmental planning and tool optimization activities
Requirements:
- Bachelor's degree in Business, Healthcare Administration, Communications, or a related field; Master's degree a plus
- 3–5+ years of experience in customer success, enablement, or training within a SaaS or digital healthcare environment
- Strong understanding of digital health technologies, care delivery workflows, and healthcare industry dynamics (HIPAA, interoperability, etc.)
- Experience in value-based care and primary care
- Excellent communication, facilitation, and instructional design skills
- Experience with enablement and CS platforms (e.g., LMS, Hubspot, Salesforce, DealHub, JIRA, Slack, etc.)
- Data-driven mindset with ability to interpret performance metrics and translate them into actionable improvements
- Experience supporting clinical users, healthcare providers, or payer organizations. Clinical background (RN, PharmD, or other discipline a plus)
- Change management or project management certification (e.g., Prosci, PMP)
- Familiarity with instructional design best practices and process improvement methodologies