Job Description

Role Summary

We are seeking a strategic, results-driven Customer Experience Enablement Manager to lead and scale global programs that empower our Customer Success Managers (CSMs) and Renewal Representatives to deliver exceptional customer outcomes. This role will design, implement, and continuously improve enablement initiatives that accelerate onboarding, deepen product adoption, reduce churn risk, and ensure timely, successful renewals— directly contributing to customer retention, expansion, and overall company growth.

As a key partner to Customer Success, Sales, Marketing, and Sales leaders, you will ensure our post-sales teams are equipped with the skills, knowledge, tools, and resources they need to deliver high-value engagements, maximize customer satisfaction, and demonstrate measurable proof of value.

The ideal candidate brings a strong foundation in learning design principles and enablement best practices, along with hands-on experience in customer success, technical account management, or renewal strategy. You are passionate about driving customer value at scale, comfortable influencing senior stakeholders, and skilled at translating complex strategies into actionable, impactful enablement programs.

• Strategic Customer Success Partner: Act as a trusted advisor to Customer Success and Renewals leadership, aligning enablement initiatives with customer lifecycle stages, segmentation strategy, and customer health metrics.
• Customer Journey Enablement: Develop and scale programs that enable CSMs (Customer Success Manager) and Renewal Reps to deliver value across key lifecycle milestones—from onboarding and adoption to expansion and renewal. Embed enablement into CS playbooks, tools, and health frameworks.
• Data-Driven Program Development: Leverage customer success metrics (e.g., adoption, CSAT, NPS, renewal rates) and CRM insights to identify skill gaps and process inefficiencies. Translate these into targeted enablement programs and coaching.
• Enablement Program Design: Lead the development of role-specific learning journeys—including onboarding, product knowledge, customer engagement strategies, and renewal best practices—grounded in adult learning theory and skills-based frameworks. Apply instructional design best practices to develop or manage the creation of high-impact training content, including eLearning, live virtual sessions, job aids, and just-in-time tools.
• Workshop Facilitation & Coaching: Deliver practical workshops, scenario-based simulations, and renewal deal reviews to reinforce capabilities such as value delivery, executive conversations, and churn mitigation.
• Executive Communication & Reporting: Enable data-informed decisions around team readiness and customer engagement strategy.
• Content Strategy & Execution: Partner with SMEs, instructional designers, and business stakeholders to create assets such as onboarding guides, success plans, renewal toolkits, and health score playbooks that support field execution.
• Cross-Functional Collaboration: Work closely with Product Marketing, Customer Success leaders, & business stakeholders to ensure enablement is integrated, consistent, and responsive to evolving customer needs and product innovation

• Minimum of 10 years of experience in customer success enablement, renewals, technical account management, or post-sales operations, preferably within the technology or cybersecurity sector.
• Minimum of 5 years of experience designing and delivering enablement programs that drive product adoption, customer engagement, and successful renewals.
• Minimum of 5 years of experience applying adult learning principles, instructional design methodologies, and behavior change models for customer-facing or account management teams.
• Minimum of 3 years of experience using customer success metrics (e.g., CSAT, NPS, time to value, churn indicators) to inform strategy and measure program effectiveness.
• Strong facilitation and coaching skills, with experience delivering role-based training and performance interventions for global customer-facing teams.
• Excellent executive communication skills with a proven ability to influence senior stakeholders and translate business objectives into enablement priorities.
• Familiarity with LMS platforms and enablement tools.
• Proven ability to lead cross-functional projects across global teams, with strong project management, prioritization, and stakeholder engagement skills.

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