Customer Experience Enablement Manager
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Job Description
Customer Experience Enablement Manager at EverPro enhancing customer support through enablement programs. Design and drive strategies to improve customer experiences and retention within a SaaS environment.
Responsibilities:
- 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
- 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
- Build brand-specific implementation playbooks, time-to-value frameworks, delivery standards, and handoff processes into CS
- Strengthen knowledge management, QA calibration, ticket deflection strategies, and support workflows that improve efficiency and customer satisfaction
- 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
- 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
- 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
Requirements:
- 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.)
Benefits:
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Continued investment in your professional development
- Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
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