Customer Success Enablement Manager

Responsibilities

Onboarding & New Hire Ramp

• Own the end-to-end onboarding and ramp experience for every new CS hire — from pre-boarding through fully ramped — including curriculum design, learning paths, milestones, and ramp-time targets.
• Build structured, measurable onboarding programs with clear competency checkpoints, certifications, and graduation criteria so we know exactly when a new hire is ready to own accounts.
• Continuously iterate on the onboarding experience based on new hire feedback, manager input, and ramp-time data; reduce time-to-productivity quarter over quarter.

Everboarding & Skill Development

• Design and run "everboarding" programs that keep tenured CSMs growing — recurring skill-building sprints, deep-dive workshops, role-based learning tracks, and certification refreshes tied to product and process changes.
• Identify capability gaps across the team through skills assessments, call reviews, and partnership with CS leadership; build targeted upskilling programs to close them.
• Develop and maintain a CS competency framework that defines what good looks like at each level and powers career development conversations.

Playbooks & Institutional Knowledge

• Own, build, and continuously improve the CS playbook library — capturing how we run renewals, expansions, escalations, executive business reviews, onboarding handoffs, and every other repeatable motion.
• Codify institutional knowledge from top performers into reusable resources so best practices spread across the team instead of staying tribal.
• Maintain a single source of truth for CS processes, methodologies, and customer-facing materials; ensure content stays accurate as the product and motion evolve.

Tools, Process & Measurement

• Own CS team tooling (Notion, Gainsight, Gong, Salesloft, Salesforce, etc.) — access, enablement, adoption, and best practices.
• Embed AI into team workflows to help CSMs work smarter and scale their impact.
• Measure the impact of every onboarding and enablement program against clear metrics — ramp time, certification rates, skill progression, program NPS — and use the data to refine.

Cross-Functional Alignment

• Partner with Product, Marketing, and Sales to ensure CS team messaging, positioning, and product knowledge stays accurate and current.
• Champion knowledge-sharing rituals across the CS org and tailor enablement to a globally distributed team while maintaining consistency.

Qualifications

• 2–4+ years in Customer Success Enablement, L&D, CS Operations, or a similar role with significant ownership of onboarding or training programs.
• Demonstrated experience building a new hire onboarding program from scratch or substantially overhauling one — bonus if you can speak to measurable ramp-time improvements.
• Track record of designing ongoing training, certification, or skill-development programs for customer-facing teams.
• Strong instructional design instincts — you know how adults learn and can build curriculum that actually changes behavior, not just slides that get clicked through.
• Excellent facilitation, presentation, and workshop leadership skills.
• Strong project management; you can run multiple programs in parallel and ship on a timeline.
• Familiarity with CS methodologies, tools (Gainsight, Salesforce, Gong), and customer health frameworks.
• Analytical mindset — comfortable defining success metrics for enablement programs and using data to iterate.
• Self-starter who thrives in a fast-paced, often ambiguous startup environment.
• A collaborative, proactive operator with genuine passion for helping teammates grow.

Compensation

• Base salary range: $92,000 - $102,000
• Performance-based bonus target: $15,000 - $18,000 annually
• Total expected cash compensation: $107,000 - $120,000
• Equity may be included