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Responsibilities
CX-Wide Partnership and Prioritization
- Partner with CX leadership (Customer Success, Support, and Implementation/Services) to set enablement priorities based on customer outcomes, performance data, and operating model needs
- Translate CX strategy into clear, actionable enablement programs that improve consistency, efficiency, and customer experience across all CX functions
- Champion the adoption of AI-enabled tools (e.g., agents, custom GPTs) to scale enablement development, improve knowledge accessibility, and increase frontline productivity
Function-Specific Enablement
- Customer Success: Develop onboarding and role-based development that strengthens health score literacy, standardizes churn-risk identification and churn-save playbooks, and equips CSMs to plan and facilitate effective QBRs—driving adoption, renewal execution, and expansion readiness
- Implementation/Services: Build brand-specific implementation playbooks, time-to-value frameworks, delivery standards, and handoff processes into CS
- Support: Strengthen knowledge management, QA calibration, ticket deflection strategies, and support workflows that improve efficiency and customer satisfaction
CX Onboarding Ownership
- Identify and document core competencies and skills for each CX motion to craft targeted and tailored learning journeys
- Own new-hire onboarding and up-skilling for all CX roles, ensuring consistent ramp, role clarity, and readiness across Customer Success, Support, and Implementation/Services
Cross-Functional Collaboration
- Work with Product, Revenue Operations (RevOps), Sales Enablement, and Operations to develop playbooks, tools, workflows, and content that support CX programs and key customer lifecycle moments
- Partner with Training/L&D teams to ensure programs are delivered through the right formats (live, virtual, on-demand, certifications)
- Assess frontline leader and manager capability needs, and design leadership development programs (coaching frameworks, training, and enablement resources) that strengthen team performance and execution consistency across CX
Program Management and Measurement
- Define success metrics and track program impact (e.g., onboarding effectiveness, adoption, retention, expansion readiness, support efficiency, data hygiene, and customer satisfaction), leveraging AI-enabled tools where appropriate to scale insights and execution
- Maintain enablement roadmaps, timelines, and dependencies in the system of record to ensure initiatives are aligned to CX priorities and delivered on time
- Continuously iterate enablement programs based on feedback, performance insights, and evolving customer and product needs
- Facilitate or host live training and working sessions with core stakeholders and frontline teams
Skills and Experience needed for success in this role
- Bachelor’s degree or equivalent experience
- 5–8+ years of experience in Customer Success Enablement, Sales Enablement, Customer Success, Services/Implementation, Operations, Revenue Operations (RevOps), or related GTM/CX roles
- Proven experience designing and delivering enablement programs that support customer adoption, retention, and scalable service delivery
- Strong understanding of the customer lifecycle, including onboarding, adoption, renewals, expansion, support, and services
- Experience partnering with CX leadership and influencing without direct authority
- Ability to translate strategy into practical, scalable enablement programs for frontline CX teams
- Strong program and project management, communication, and stakeholder management skills
- Experience working with CX and GTM systems and tools, such as CRM platforms, enablement tools, knowledge bases, and performance reporting (e.g., Salesforce, Salesloft, Gainsight, Zendesk, Seismic, Gong, etc.)
- The ideal candidate has experience in a high-growth SaaS organization and/or multi-product environments
Where: This role can be based anywhere in the United States—if you’re close to one of our offices, we can set you up in-office, or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
