Customer Success Enablement Manager

Onboarding & New Hire Ramp

• Own the end-to-end onboarding and ramp experience for every new CS hire from pre-boarding through fully ramped including curriculum design learning paths milestones and ramp-time targets.
• Build structured measurable onboarding programs with clear competency checkpoints certifications and graduation criteria so we know exactly when a new hire is ready to own accounts.
• Continuously iterate on the onboarding experience based on new hire feedback manager input and ramp-time data; reduce time-to-productivity quarter over quarter.

Everboarding & Skill Development

• Design and run everboarding programs that keep tenured CSMs growing recurring skill-building sprints deep-dive workshops role-based learning tracks and certification refreshes tied to product and process changes.
• Identify capability gaps across the team through skills assessments call reviews and partnership with CS leadership; build targeted upskilling programs to close them.
• Develop and maintain a CS competency framework that defines what good looks like at each level and powers career development conversations.

Playbooks & Institutional Knowledge

• Own build and continuously improve the CS playbook library capturing how we run renewals expansions escalations executive business reviews onboarding handoffs and every other repeatable motion.
• Codify institutional knowledge from top performers into reusable resources so best practices spread across the team instead of staying tribal.
• Maintain a single source of truth for CS processes methodologies and customer-facing materials; ensure content stays accurate as the product and motion evolve.

Tools Process & Measurement

• Own CS team tooling (Notion Gainsight Gong Salesloft Salesforce etc.) access enablement adoption and best practices.
• Embed AI into team workflows to help CSMs work smarter and scale their impact.
• Measure the impact of every onboarding and enablement program against clear metrics ramp time certification rates skill progression program NPS and use the data to refine.

Cross-Functional Alignment

• Partner with Product Marketing and Sales to ensure CS team messaging positioning and product knowledge stays accurate and current.
• Champion knowledge-sharing rituals across the CS org and tailor enablement to a globally distributed team while maintaining consistency.

• 24 years in Customer Success Enablement L&D CS Operations or a similar role with significant ownership of onboarding or training programs.
• Demonstrated experience building a new hire onboarding program from scratch or substantially overhauling one bonus if you can speak to measurable ramp-time improvements.
• Track record of designing ongoing training certification or skill-development programs for customer-facing teams.
• Strong instructional design instincts you know how adults learn and can build curriculum that actually changes behavior not just slides that get clicked through.
• Excellent facilitation presentation and workshop leadership skills.
• Strong project management; you can run multiple programs in parallel and ship on a timeline.
• Familiarity with CS methodologies tools (Gainsight Salesforce Gong) and customer health frameworks.
• Analytical mindset comfortable defining success metrics for enablement programs and using data to iterate.
• Self-starter who thrives in a fast-paced often ambiguous startup environment.
• A collaborative proactive operator with genuine passion for helping teammates grow.

Target cash compensation ranges from $107000 - $120000including a fixed annual salary and a performance-based bonus paid quarterly.

This role also includes a stock option grant subject to board approval.

Actual compensation will be commensurate with the candidates skill level experience and specific work location.