Director of Customer Success Enablement - Remote

Overview

The Director of Customer Success Enablement will work cross-functionally to develop and drive programs, define metrics and use business insights and data to ensure the Customer Success (CS) & Customer Management (CM) teams can execute effectively and achieve success.

In Short

• Lead and develop a high-performing team of go-to-market enablement professionals.
• Develop and execute a comprehensive customer enablement strategy, enhancing customer experience across all touchpoints.
• Partner with CS & CM Leadership, Operations, Product, Marketing, and Commercial Enablement teams to design and deliver enablement programs.
• Prepare for product roll out strategies including utilization projections and targeted upsell opportunities.
• Develop the framework, tools, and support for a team-based selling approach.
• Maintain high customer retention through customer success strategies, tools, training, and programs.
• Use performance data to identify knowledge or skill gaps and implement enablement tools.
• Leverage KPIs to measure the effectiveness of enablement programs.
• Own segment-specific playbooks and other required content for the customer lifecycle process.
• Stay current with industry trends and best practices to continuously improve programs.

Requirements

• 5+ years of experience leading Sales or Customer Success Enablement teams.
• 7 years of work experience in Customer Success, Coaching, or Training.
• Strong knowledge of the customer success process and methodologies.
• GTM experience across customer segments and functions.
• Highly proficient at building trust with Customer Success Managers and leadership.
• Strategic thinker with the ability to execute.
• Data-driven mindset with proven experience in metrics utilization.
• Exceptionally organized with mastery of proactive planning.

Benefits

• Holistic Total Rewards package including health and wellness benefits.
• Retirement savings plans.
• Short- and long-term incentives.
• Parental leave and family-forming assistance.
• Competitive compensation package.