Post-Sales Enablement Manager

What You’ll Do

Lead enablement across post-sales teams

• Develop and execute a post-sales enablement strategy focused on customer time-to-value, activation, adoption, retention, and operational excellence across Implementation and Onboarding, CX, CS, and Data Management.
• Serve as a connector between Implementation, CX, CS, and Fulfillment to align resources, share best practices, and eliminate gaps in the customer journey.
• Build reinforcement loops that ensure what gets trained actually sticks at the front line.

Accelerate implementation and onboarding (Implementation)

• Partner with Implementation leadership to build enablement programs that shorten time-to-launch, reduce failure-to-launch rates, and equip onboarding teams to handle complex customer configurations with confidence.
• Design playbooks, process guides, and training that give Implementation ICs a clear, repeatable path from contract through go-live.
• Collaborate with Product and CX to ensure the Implementation team is always current on platform changes, new features, and evolving customer requirements.
• Build handoff enablement between Implementation and CX so customers experience a seamless transition from onboarding to ongoing success.

Drive customer growth and adoption (CX)

• Partner with CSMs and CX leadership to build a coaching culture, equipping teams to have more impactful, consultative conversations with customers.
• Build enablement resources and workshops that help the CX team track adoption metrics, facilitate meaningful stakeholder conversations, and deliver guidance that drives retention.
• Design playbooks and job aids that help customer-facing ICs navigate complex situations with clarity and confidence.

Strengthen resident support (CS)

• Collaborate with the Customer Support team to deliver enablement and ongoing training that improves issue resolution speed, raises resident satisfaction scores, and upholds Triple Win values.
• Maintain an up-to-date knowledge base and equip CS to handle new products, policy updates, and challenging resident situations effectively.
• Monitor support quality trends and translate findings into targeted training interventions.

Optimize data management enablement

• Work with Data Managers to ensure they have the processes and resources needed for accurate, efficient data flow and internal reporting.
• Facilitate knowledge transfer and process training as workflows evolve, ensuring all post-sales teams benefit from timely and accurate data.

Own training programs and content

• Design and maintain onboarding and continuous learning programs for all post-sales teams, ensuring every person is prepared to deliver value at every stage of the customer journey.
• Own a centralized library of enablement resources, including playbooks, FAQs, process guides, and product update communications.
• Build and expand asynchronous learning content to reduce dependence on synchronous delivery and increase enablement reach.

Establish feedback and continuous improvement

• Build and manage feedback loops across all post-sales teams to surface enablement gaps, measure program effectiveness, and drive iteration.
• Track, analyze, and report on program impact, making data-backed recommendations for where to invest next.

Partner cross-functionally

• Collaborate with Product, Implementation, Marketing, and Sales to ensure consistent messaging and a seamless customer journey from activation through ongoing support.
• Champion post-sales team feedback and customer insights in go-to-market, product, and process discussions.

What Success Looks Like

• Time-to-launch shortens and failure-to-launch rates drop as Implementation teams gain clearer playbooks and stronger onboarding support.
• Customer activation trends upward, supported by clear data and reporting on the ROI of programs.
• Customer churn decreases as teams build stronger product understanding and value alignment.
• Post-sales teams feel equipped and supported to handle customer interactions with confidence.

About You

• 5+ years of experience in enablement, post-sales, CX, CS, implementation, or training roles, preferably in SaaS, PropTech, or a fast-growth tech environment.
• Proven experience designing and delivering enablement programs for cross-functional teams with measurable outcomes.
• Experience enabling implementation or onboarding teams, with an understanding of what it takes to shorten time-to-value and reduce failed launches.
• Analytical, data-driven mindset with strong reporting skills and a bias toward using metrics to inform priorities.
• Excellent communication and facilitation skills, with the ability to move between executive stakeholders and individual contributors with equal ease.
• Experience building coaching frameworks and leading training that changes behavior, not just builds awareness.
• Passion for building customer-centric, high-performance cultures where teams feel equipped and supported.
• Experience in property management, B2B SaaS, or customer-facing operations is a plus.

Why Second Nature?

• Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan
• Flexibility: Open PTO and sick days
• Training: A supportive team to help you grow your career and unlock your full potential
• Growth: The opportunity to get in on the ground floor of a fast-growing startup