Customer Success Enablement Manager

About the Role

This opportunity is for a Customer Success Enablement Manager based in Canada who will lead the creation and scaling of programs that empower customer-facing teams to achieve superior customer outcomes. The role involves designing and implementing enablement strategies that enhance expertise, boost team performance, and promote customer retention and growth in a dynamic SaaS environment. You will collaborate closely with Customer Success leadership and cross-functional partners to develop scalable learning paths, playbooks, and other resources that align with business objectives.

Key Responsibilities

• Collaborate with Customer Success leadership to understand strategic business goals and craft enablement plans that support retention, expansion, customer satisfaction, and revenue growth.
• Create, update, and manage learning programs, playbooks, frameworks, and tools aimed at improving engagement and team effectiveness.
• Develop structured onboarding journeys for Customer Success, Implementation, and Professional Services teams to enhance productivity and confidence early on.
• Utilize customer feedback, frontline insights, and performance metrics to translate into effective training initiatives and standardized best practices.
• Administer enablement platforms, content libraries, and knowledge sharing resources to ensure accessibility and usability.
• Partner with Product Marketing, Revenue Operations, Product, and other relevant teams for cohesive go-to-market enablement programs.
• Lead live training sessions, workshops, role-playing exercises, and coaching to reinforce skills and desired behaviors.
• Advocate the adoption of customer success frameworks and strategic processes across all customer-facing groups.
• Collaborate with operations to quantify enablement impact using metrics such as ramp times, retention rates, expansion outcomes, and adoption levels.
• Continuously refine enablement initiatives based on feedback, data insights, and changing business demands.

Candidate Profile

• Proven track record in Customer Success Enablement, Revenue Enablement, Learning & Development, or similar roles supporting customer-facing teams.
• Experience working with Customer Success teams in fast-growing SaaS or tech companies.
• Deep knowledge of customer success methodologies, renewal and expansion processes, and customer engagement tactics.
• Skilled in designing and delivering onboarding programs, training content, playbooks, and enablement structures.
• Excellent facilitation, communication, and stakeholder engagement abilities, capable of influencing leadership and frontline employees.
• Strong organizational and project management skills, with aptitude for handling multiple concurrent initiatives.
• A data-centric approach to measure and tie enablement efforts to business results.
• Adaptability to a fast-paced, remote-first workplace with significant autonomy and accountability.
• Ability to distill complex information into straightforward and actionable learning resources.
• Familiarity with AI-powered enablement technologies and learning platforms preferred.

Compensation and Benefits

• Competitive pay with an on-target earnings range between CA$176,000 and CA$209,000 annually for Canadian candidates.
• Equity participation opportunities.
• Bonuses eligible based on performance.
• Fully remote work setting with flexible scheduling options.
• Unlimited paid time off encouraging yearly rest and recharge.
• Generous budget for equipment, software, and home office setup.
• Monthly learning budget and support for ongoing professional growth.
• Extended paid family leave policies.
• The chance to impact a rapidly expanding SaaS company within a culture emphasizing ownership, quality, and continuous improvement.

Additional Information

This position is recruited on behalf of a partner firm responsible for managing applications and subsequent recruitment stages. The hiring process uses AI-assisted candidate matching to ensure efficient and unbiased shortlisting; however, all final hiring decisions are made by humans.

Applicants' personal data will be handled in compliance with data protection laws, with rights to access, correction, and erasure available. AI tools assist in resume evaluation and application review but do not replace human judgment.