Success Enablement Manager

View full description

Requirements:

• 3+ years in customer success, enablement, or operations plus 5+ years in education, education technology and/or health technology, preferably in a startup environment.
• Experience developing scalable customer success processes and implementing systems from scratch, ideally in a startup or high-growth environment.
• Comfortable using Google Suite (slides and sheets), CRMs (like Salesforce, HubSpot) and customer success tools.
• Proven ability to quickly learn and adapt to new technologies.
• Excel at creating strong relationships with internal teams and customers, promoting trust and fostering collaboration.
• Use data and feedback to guide decision-making and optimize processes for efficiency and scalability.
• Top-notch written and verbal communication skills.
• Passionate about providing customers with a seamless experience and driven by the challenge of building something impactful from the ground up.
• Thrive in a fast-paced, evolving environment where you can make a significant impact and help shape the company’s direction.

Responsibilities:

• Build and implement scalable systems, tools, and processes to streamline the post-sales customer lifecycle, including onboarding, adoption, retention, and expansion.
• Develop and optimize content creation for onboarding guides, playbooks, training materials, customer resources, and internal documentation to support both internal teams and customers.
• Collaborate with Program Managers (CSMs) and cross-functional teams (sales, product, marketing) to improve customer experiences and drive consistent delivery.
• Partner with the Success team to gather feedback, create streamlined handoff processes from sales to success, and ensure smooth ongoing support.
• Create and implement training programs for internal teams to ensure consistent use of new tools and processes.
• Drive the adoption and effectiveness of Success tools like CRM and customer communication platforms, while managing internal enablement programs to upskill team members.
• Work closely with Success leadership to set and track key performance metrics, analyze data, and use insights to drive process improvements.
• Stay up-to-date on best practices and industry trends to continually improve customer success initiatives.
• Flex into direct customer work as needed to learn and support the growing needs of the team.