Senior Customer Success Enablement Manager
Builds and scales enablement programs, onboarding, product training, and AI-native workflows for Customer Success and Implementation teams. The role requires 6+ years of experience, including enablement experience and accounting-industry expertise.
About the job
Responsibilities
- Identify skill gaps, unclear processes, and missing content that prevent Customer Success representatives from performing effectively, then build programs to address them.
- Drive adoption and program-manage cross-functional initiatives with Customer Success contributors.
- Partner with Product to translate feature launches, roadmap changes, and product capabilities into practical enablement for Customer Success.
- Enable teams to set up, test, tune, and troubleshoot the product, and to interpret and act on metrics.
- Identify repetitive manual work and build AI-native tools and workflows to improve operating efficiency.
- Build feedback loops across Customer Success, Customer Education, Support, and Product Marketing, feeding insights into onboarding, operations, playbooks, and tooling.
- Own and continuously improve onboarding, ramp plans, and ongoing enablement for Customer Success and Implementation teams.
Requirements
- 6+ years of professional experience, including 3+ years in Sales, Solutions Engineering, or Customer Success Enablement.
- Experience as a former practitioner or in a related role within the accounting industry.
- Experience running demos or trainings and creating enablement materials.
- Ability to prepare teams to represent a product and build client relationships.
- Strong interpersonal and relationship-building skills across Customer Success, Product, Product Marketing, Revenue Operations, and other cross-functional partners.
- Ability to translate effectively between multiple audiences.
- Highly organized and detail-oriented.
- Comfortable working in a fast-paced, changing environment.
Nice to have
- Experience building onboarding or enablement programs for Implementation or Customer Success.
- Experience scaling a Customer Success enablement function alongside rapid headcount growth.
Skills
Customer Success Enablement, Sales Enablement, Solutions Engineering, Product Enablement, Customer Onboarding, AI Workflows, Product Training, Customer Education, Product Marketing, Revenue Operations
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