Customer Success Enablement Manager

About the role

Ashby is seeking a Customer Success Enablement Manager to empower our customer-facing teams. You will design and implement programs that equip CSMs, Implementation Specialists, and Professional Services with the knowledge and skills to drive customer success. This role is key to accelerating customer onboarding and fostering excellent customer engagement.

Key facts

What you'll do

• Collaborate with Customer Success leadership to understand their strategic objectives and develop enablement initiatives that support business goals like net revenue retention and expansion.
• Create and refine learning materials, playbooks, and frameworks for Customer Success Managers, focusing on areas such as value discovery and customer reviews.
• Own and enhance the onboarding experience for new Customer Success Managers, Implementation Specialists, and Professional Services team members, ensuring rapid time-to-value.
• Manage and optimize enablement platforms, including learning management systems and content repositories, to ensure easy access to resources.
• Develop and execute strategies to reinforce learning and embed new skills and behaviors within the Customer Success organization over time.
• Partner with operations teams to measure the impact of enablement programs on key business outcomes, iterating based on data and feedback.
• Execute enablement programs by facilitating training sessions, delivering content, and embedding new practices with frontline teams.

Requirements

• Proven experience developing and delivering enablement programs for customer-facing teams, particularly within a SaaS environment.
• Demonstrated ability to partner with leadership to align enablement strategies with business objectives.
• Experience in designing and managing onboarding programs for new hires.
• Familiarity with managing enablement systems and content hubs.
• Ability to measure the effectiveness of enablement initiatives and link them to business results.
• Strong organizational skills with the capacity to manage multiple projects concurrently.

Nice to have

• Experience with AI-enabled tools for learning reinforcement and real-time customer interaction support.

Skills & tools

• Program design and development
• Onboarding curriculum creation
• Performance measurement
• Learning Management Systems (LMS)
• Content management systems
• Cross-functional collaboration

Practical notes

• Ashby offers a 10-year exercise window for stock options.
• Unlimited Paid Time Off (PTO) with a recommended minimum of four weeks per year.
• Twelve weeks of fully paid family leave for employees in the US.
• Budget for equipment, software, and office furniture.
• $100 monthly education stipend, with additional coverage for larger items like conferences subject to manager approval.
• Ashby is an equal opportunity employer committed to diversity and inclusion.
• AI tools may be used in the recruitment process.