Experienced Customer Success Enablement Manager – Leading the Development of World-Class Customer Success Teams through Strategic Enablement and Process Optimization

Welcome to blithequark As you explore this exciting opportunity, we want to start by expressing our gratitude for considering a role at blithequark. In a world where job descriptions can blend together, we're thrilled that you're taking the time to learn more about our mission and how you can contribute to it. At blithequark, we're on a mission to empower leaders and transform the way organizations approach management, making a tangible impact on company cultures and team outcomes. About blithequark blithequark is dedicated to revolutionizing the management landscape by providing AI-powered software tools and hands-on training to middle managers, the heartbeat of any organization. We believe that by equipping these leaders with the right skills and tools, we can significantly improve team clarity, cohesion, and performance. Our approach is built on the understanding that traditional management methods often fall short, leading to high failure rates among first-time leaders. By focusing on leadership development and outcomes, we aim to make a lasting difference in the business world. The Challenge We're Tackling Today, many companies struggle with effective management, resulting in poor team performance and high turnover rates. The rapid growth of AI exacerbates this issue, as managers are expected to adapt to new technologies while maintaining their core responsibilities. blithequark is committed to addressing this challenge by offering innovative solutions that combine technology with human insight, ensuring that managers have the support they need to thrive in their roles. About This Position The Customer Success Enablement Manager will play a pivotal role in equipping blithequark's Customer Success Managers (CSMs) and Academy Coaches with the skills, tools, and processes necessary to deliver exceptional customer experiences. This involves designing comprehensive onboarding programs, creating lifecycle playbooks, driving tool adoption, and orchestrating the customer journey to ensure every interaction contributes to adoption, renewal, and expansion. By partnering with cross-functional teams, including CS leadership, Product, Academy, Marketing, and Sales, you will ensure that post-sale teams are fully prepared to drive customer outcomes at scale. Key Responsibilities Develop, maintain, and execute a repeatable onboarding program for CSMs and Coaches, including certification processes to ensure readiness before taking on customer responsibilities. Design and update playbooks for onboarding, adoption, renewal, expansion, and churn risk management to standardize best practices across the team. Enable teams on Gainsight, Salesforce, Pendo, and related CS tools, ensuring adoption and efficient usage through targeted training and coaching. Map the post-sale customer journey, defining key touchpoints for CSMs and Coaches, and standardize timing, messaging, and objectives for a seamless customer experience. Deliver targeted training on consultative skills, executive presence, commercial acumen, and lifecycle execution to enhance the capabilities of CSMs and Coaches. Serve as a bridge between Customer Success and other teams to embed the voice of the customer into products, services, and communications, fostering a customer-centric approach across blithequark. What Success Looks Like CSMs and Coaches consistently meet readiness standards within 30 days of hire, demonstrating a significant reduction in onboarding ramp time. Customer journey touchpoints are meticulously mapped, documented, and executed consistently across the team, leading to improved customer satisfaction and retention. Operations tools, playbooks, and standard processes are fully adopted, contributing to increased efficiency and effectiveness in customer success operations. Gross Retention Rate (GRR) and Net Retention Rate (NRR) show improvement in segments with full enablement program adoption, indicating the positive impact of enablement efforts on customer outcomes. Qualifications 2+ years of experience in Customer Success, Enablement, or a related SaaS role, with a preference for candidates who have worked in both individual contributor and training/design capacities. A strong understanding of the SaaS customer lifecycle and customer journey orchestration, with the ability to apply this knowledge to drive strategic enablement initiatives. Excellent facilitation, presentation, and communication skills, essential for training and coaching CSMs and Coaches, as well as collaborating with cross-functional teams. Proven experience in building onboarding programs, playbooks, and process documentation, with a focus on creating scalable and sustainable enablement solutions. Proficiency in Gainsight, Salesforce, and Pendo, with the ability to quickly adapt to new tools and technologies. A highly organized approach with a bias for action in a fast-paced startup environment, where priorities can shift rapidly and the ability to adapt is crucial. Essential Skills and Competencies Strategic thinking and problem-solving, with the ability to analyze complex challenges and develop innovative solutions. Collaboration and teamwork, with a strong emphasis on building and maintaining relationships with cross-functional teams. Communication and interpersonal skills, essential for effective coaching, training, and stakeholder management. Adaptability and resilience, with the ability to thrive in a dynamic environment where change is constant. Customer-centric mindset, with a deep understanding of customer needs and a passion for delivering exceptional customer experiences. Career Growth Opportunities and Learning Benefits At blithequark, we're committed to the growth and development of our team members. As a Customer Success Enablement Manager, you'll have access to a range of learning opportunities, including professional development programs, mentorship, and training initiatives. Our goal is to support your career aspirations, whether that involves advancing within the Customer Success function or exploring other areas of the business. By joining blithequark, you'll become part of a dynamic and supportive community that values innovation, collaboration, and mutual growth. Work Environment and Company Culture blithequark prides itself on its award-winning culture, built on the principles of leadership development, customer-centricity, and teamwork. We believe in creating an environment where everyone feels valued, supported, and empowered to do their best work. Our hybrid work schedule, which includes in-office days and remote work options, is designed to offer flexibility and work-life balance. We're committed to fostering a culture of inclusivity, respect, and open communication, where every voice is heard and every perspective is valued. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, along with a range of perks and benefits designed to support your well-being and career growth. These include, but are not limited to, paid time off, flexible holidays, professional development opportunities, and access to cutting-edge tools and technologies. We're dedicated to ensuring that our team members feel recognized and rewarded for their contributions, and we continually review and refine our compensation and benefits package to reflect the evolving needs of our team. Conclusion If you're passionate about customer success, enablement, and leadership development, and you're looking for a challenging and rewarding role that offers opportunities for growth and advancement, we encourage you to apply for the Customer Success Enablement Manager position at blithequark. As a member of our team, you'll be part of a dynamic and innovative organization that's committed to making a lasting impact on the business world. Join us on our mission to empower leaders and transform the way organizations approach management, and discover a career that's both fulfilling and challenging. Thank you again for your interest in blithequark, and we look forward to the opportunity to discuss this role further with you.