Manager, Customer Success Programs & Enablement

Beamer and Userflow are innovative teams focused on empowering product-led growth companies. The Manager, Customer Success Programs & Enablement will lead the customer support team and develop education and enablement programs to enhance customer success and product knowledge.

Responsibilities:

• Directly manage a team of customer-facing support specialists, setting direction, priorities, and a high standard for customer experience
• Coach and develop team members on product knowledge, product adoption knowledge, and educational content contribution
• Build a team culture rooted in continuous learning, customer empathy, and program ownership
• Partner closely with Marketing, PMM, Sales, and CS Leadership to align team efforts with broader company goals
• Design, build, and operate a PA Academy—a structured educational program teaching best practices for driving product adoption, grounded in the features, functionality, and use cases our platform enables
• Develop a curriculum that connects real product capabilities to adoption frameworks and strategies PMs can apply directly in their work—making the Academy as much a product education resource as a thought leadership one
• Build the Academy to serve multiple audiences: Customers — a high-value destination that accelerates onboarding, deepens product usage, and reinforces long-term retention. Support & CSM teams — an internal training foundation that ensures customer-facing team members deeply understand the product and can speak confidently to adoption best practices. Sales — a compelling enablement resource that demonstrates platform depth and expertise, supporting deal acceleration and credibility in the sales process. Top-of-funnel awareness — a thought leadership asset that attracts prospective customers, builds brand authority, and establishes us as the definitive resource for PLG and product adoption strategy
• Create and maintain course content, resources, certifications, and programming that evolve alongside the product and industry trends
• Partner with Marketing and PMM to ensure Academy content is amplified across channels and integrated into demand generation and content strategy
• Partner with Sales and CS Leadership to integrate the Academy into the sales motion and customer lifecycle
• Measure and report on Academy enrollment, completion, downstream retention and expansion impact, and its contribution to top-of-funnel pipeline and brand visibility
• Own the design, build, and ongoing improvement of technology-based CS programs, with a strong emphasis on AI agents and automation
• Build and maintain programs across four core areas: Customer Education — scalable, self-serve resources that accelerate time-to-value and deepen product understanding. Customer Training — structured training experiences that help customers succeed with our platform at every stage. Internal Training — onboarding and ongoing development programs that keep our support team sharp and confident. Internal Knowledge Sharing — systems and workflows that capture institutional knowledge, surface best practices, and reduce information silos
• Continuously iterate on programs using performance data, user feedback, and support trends
• Identify and implement AI tools, agents, and automation that increase program quality, reach, and efficiency
• Build systematic programs for collecting, synthesizing, and routing customer feedback and signals from support interactions, training sessions, and community engagement
• Translate insights into actionable recommendations for Marketing, PMM, and CS Leadership
• Surface trends and themes that inform content strategy, messaging, and educational priorities
• Own the internal and customer-facing education strategy for the Beamer to Userflow product migration
• Develop structured learning paths, transition guides, and educational resources that reduce friction and accelerate customer adoption of Userflow
• Partner with Marketing, PMM, and CS Leadership to ensure migration messaging is clear, timely, and consistent across all touchpoints
• Build internal training and readiness programs so the support team can confidently guide customers through the transition at scale
• Own the strategy, structure, and quality of our customer-facing Knowledge Base
• Drive a consistent cadence of new article creation, updates, and gap-filling tied to support trends and product changes
• Optimize KB content for discoverability and self-service success, directly reducing support burden
• Use KB performance data to surface content opportunities and guide team output
• Own program performance reporting, delivering clear insights on retention impact, case deflection, KB health, and expansion influence
• Partner with Marketing, PMM, Sales, and CS Leadership to align program roadmaps with company and campaign priorities
• Present strategy, insights, and recommendations to senior leadership

Requirements:

• 5–8+ years in Customer Success, customer education, enablement, or learning & development within a B2B SaaS environment
• Proven experience managing a customer-facing team while remaining a hands-on program builder and operator
• Experience designing and delivering curriculum or structured educational programs—ideally for technical or product-focused audiences
• Deep familiarity with AI tools, agents, and automation—and genuine excitement about applying them to CS programs and workflows
• Strong program management skills: you can design, build, launch, and iterate on complex programs with multiple stakeholders
• Experience developing customer-facing and internal educational content, training programs, and knowledge resources
• Strong analytical skills and ability to use data to prioritize, improve, and report on program performance
• Excellent communication and writing skills across formats: training content, knowledge articles, executive updates, and strategic recommendations
• Comfort presenting strategy, insights, and program roadmaps to Marketing and senior leadership
• Experience with product migration, onboarding programs, or customer transition initiatives is a strong plus
• Familiarity with tools like Userflow, Beamer, or similar product adoption and customer experience platforms
• Background in product management, product marketing, or a deep understanding of product adoption principles