Senior Customer Success Enablement Manager

About the role

Fin is on the lookout for a strategic leader to enhance our Customer Success Enablement team. In this pivotal role, you will be responsible for creating and implementing enablement programs that cater to our global customer base. Your expertise will be essential in identifying performance gaps and designing initiatives that bolster our Scale, High-touch, and Enterprise segments, ensuring that our customers receive exceptional service and support.

Key facts

What you'll do

• Partner closely with Customer Success Directors to establish key enablement priorities that enhance customer retention, drive expansion, and promote overall customer health.
• Conduct thorough analyses of organizational performance to pinpoint risks and opportunities, offering data-driven insights and recommendations to senior leadership.
• Develop a robust measurement framework that connects enablement initiatives to observable behavioral changes and tangible business outcomes.
• Design, implement, and oversee onboarding, coaching, and continuous training programs tailored for various customer segments.
• Create segment-specific playbooks, communication strategies, and resources that empower Customer Success Managers (CSMs) in their efforts to drive adoption and renewals.
• Manage comprehensive workstreams from inception to completion, ensuring alignment among stakeholders and successful project execution.
• Collaborate with cross-functional teams to ensure that enablement resources are effectively integrated into the customer journey.
• Monitor and report on the effectiveness of enablement programs, making adjustments as necessary to optimize impact and engagement.

Requirements

• A minimum of 8 years of experience in Customer Success, Go-To-Market (GTM) Enablement, or Customer Success Enablement, demonstrating a deep understanding of the field.
• A proven track record of influencing senior leadership and successfully navigating complex organizational structures.
• Experience in creating and delivering training programs in both virtual and face-to-face environments, showcasing adaptability and innovation.
• Strong analytical capabilities, particularly in measuring and tracking the effectiveness of enablement initiatives.
• Familiarity with Customer Success methodologies such as MEDDICC or Command of the Message, which are essential for driving success in this role.
• Valid proof of eligibility to work in the United States, ensuring compliance with employment regulations.

Nice to have

• Previous experience in a rapidly growing B2B SaaS environment, which would provide valuable insights into the unique challenges and opportunities in this sector.
• Knowledge of tools such as Salesforce, Gong, and Claude, which are integral to our operations and customer success strategies.
• Experience working with globally distributed teams, enhancing your ability to manage diverse customer needs and expectations.

Skills & tools

• Proficiency in Salesforce for customer relationship management.
• Familiarity with Gong for conversation analytics and sales enablement.
• Experience with Claude for AI-driven insights and support.
• Knowledge of MEDDICC and Command of the Message methodologies for effective customer engagement.

Practical notes

• The compensation package includes a competitive salary, equity options, and eligibility for corporate bonuses or sales incentives, making it a rewarding opportunity.
• Comprehensive benefits are provided, including medical, dental, and vision coverage, a 401k plan with matching contributions, flexible paid time off, and paid parental leave to support work-life balance.
• Employees will have access to Claude Code and other advanced AI tools to enhance productivity and efficiency in their roles.
• Fin maintains a neutral stance on social and political issues to foster a cohesive and collaborative internal culture, ensuring that all employees can focus on their work and contribute positively to the organization.

This role at Fin presents an exciting opportunity for a seasoned professional to make a significant impact on our customer success initiatives. If you are passionate about enabling teams to deliver exceptional customer experiences and thrive in a dynamic environment, we encourage you to apply.