Senior Customer Success Enablement Manager

Restaurant365 is a SaaS company disrupting the restaurant industry with a cloud-based platform for accounting and back-office operations. They are seeking a strategic Senior Customer Success Enablement Manager to design and deliver programs that enhance retention, expansion, and execution quality across Customer Success and Support teams.

Responsibilities:

• Design and deliver enablement programs that standardize programs including success planning, risk management, QBR execution, and renewals, ensuring consistent execution tied to retention and growth outcomes
• Partner with the Director of Revenue Enablement to turn CS/S priorities into focused enablement programs that reduce risk, drive adoption and expansion, and strengthen KPI execution. Equip managers with simple coaching, inspection, and reinforcement tools that sustain behavior change
• Define success metrics with Director of Revenue Enablement, CS Leadership, and CS Ops and monitor adoption, execution quality, retention signals, and expansion outcomes to continuously refine enablement programs and demonstrate business impact
• Drive consistent tool usage and workflow execution in Gainsight, Gong, Glean, and related CS technologies through micro-training, job aids, and embedded reinforcement aligned to CS Ops definitions of success
• Partner with CS leadership, CS Ops, RevOps, Product Enablement, and Partner Success to ensure enablement programs align to GTM strategy, shared frameworks, and customer lifecycle execution
• Own role-based onboarding for Customer Success and Support roles, including learning paths, milestones, certifications, and scalable eLearning, to accelerate time-to-impact and raise baseline performance
• Develop scalable enablement assets including: playbooks, facilitator guides, eLearning modules, micro-learning, and workflow documentation, ensuring clarity, usability, and alignment to CS/S priorities

Requirements:

• 7+ years in Customer Success Enablement or Revenue Enablement roles
• Strong understanding of retention, expansion, adoption, and renewals in SaaS or recurring revenue
• Experience using data and metrics to guide enablement impact and improvement
• Familiarity with Gainsight, Gong, Glean, Salesforce, and Showpad
• Proven ability to deliver measurable training, coaching frameworks, and scalable programs
• Strong cross-functional collaboration and execution skills
• Ability to manage multiple priorities in a fast-paced environment
• Travel up to 10%