What you’ll do

Own the strategy and execution of Customer Success enablement programs end-to-end, from identifying field needs through launch, reinforcement, and measurement
Build practical, high-impact learning experiences that help Customer Success teams improve performance in real customer conversations, not just complete training
Create reinforcement systems that drive adoption after the session ends, including manager coaching frameworks, workflow tools, peer learning, and structured practice
Manage multiple enablement initiatives simultaneously with strong operational discipline, clear prioritization, and consistent communication across stakeholders
Stay deeply connected to the business by participating in team meetings, account reviews, and QBR prep sessions while leveraging Gong and Salesforce insights to identify trends, risks, and skill gaps
Develop scalable, field-ready content that supports Customer Success Managers in renewals, expansion opportunities, executive business reviews, and customer recovery moments
Partner closely with Customer Success leadership and frontline managers to embed enablement into team operating rhythms, coaching cadences, and day-to-day execution
Design and facilitate coaching programs, role-plays, and scenario-based learning that help Customer Success teams build confidence, sharpen account strategy, and improve customer outcomes

What success looks like

NRR trend in the assigned segment following program delivery, compared to pre-program baseline
Expansion conversion: Upsell and cross-sell attach rate in the assigned segment, as a proxy for expansion motion program effectiveness
Percentage of accounts in assigned segment receiving a structured EBR on schedule, as a leading indicator of program impact on executive relationship quality
Highspot engagement rate on assets produced, as a measure of whether field content is actually reaching and being used
CS front-line manager rating of enablement support quality, collected quarterly

7+ years in CS Enablement, Sales Enablement, or a post-sale revenue role with direct ownership of program design and delivery
Experience in programmatic advertising, Connected TV, digital media, or a closely adjacent AdTech environment
Fluency in CS methodology: value realization, EBR/QBR frameworks, expansion motion, at-risk account management
Working knowledge of MEDDICC as an account health framework
Strong facilitation skills — able to lead experienced CSMs with content that is immediately credible, practical, and grounded in real customer situations
Proficiency in Gong, Salesforce, WorkRamp, and Highspot

Direct experience as a CSM, Onboarding Specialist, or Account Manager in an AdTech, CTV, or SaaS environment before moving into an enablement function
Familiarity with CTV-specific customer conversations: campaign performance reviews, attribution methodology, incremental reach, and renewal justification in a performance-driven buying environment
Experience building programs for both CSM and AM roles simultaneously
Experience using Gong data independently to build a picture of CS skill health