Customer Experience Enablement Senior Manager

Omada is hiring a Customer Experience Enablement Senior Manager to strengthen how Customer Success Managers (CSMs) show up in front of customers, customized to their size and service level. This role is responsible for translating CX goals, field feedback, and business priorities into enablement strategy, high-value resources, and scalable systems that improve effectiveness in client-facing work.

Approximately half of the role should focus on strategic enablement: identifying the highest-leverage opportunities to improve CX effectiveness, shaping priorities and narratives, and ensuring enablement efforts directly support how CSMs manage and grow their books of business. The other half of the role should focus on scaling core enablement operations through systems thinking, process design, and AI-enabled workflows. This includes improving and modernizing foundational enablement infrastructure such as knowledge management, team communications, enablement intake, resource discoverability, and self-serve support so that the function scales efficiently without relying on high-touch project management.

About you:

You are an experienced enablement leader who uses customer and CSM feedback to identify the highest-leverage priorities and adjust them as business needs evolve. You have a strong track record of applying AI and automation to reduce manual work, improve scale, and free up time for more strategic enablement. You thrive in highly collaborative, cross-functional environments and are effective at influencing stakeholders across teams. You have successfully enabled customer-facing teams that support multiple complex products, navigate varied rules of engagement, and serve diverse buyer types across the customer lifecycle.

Your impact:

• Own a clear enablement roadmap tied to CX goals, team effectiveness, and customer-facing outcomes.
• Translate CSM pain points, voice of customer themes, and business priorities into actionable enablement strategies, tools, narratives, and guidance.
• Partner with PMM, Clinical, Product, Analytics, Client Operations, and CX leadership to identify where enablement can most directly improve customer conversations, book management, retention, and growth.
• Shape strategic content and frameworks that help CSMs communicate value consistently and confidently across the customer journey.
• Bring a clear point of view on what work should be prioritized, deprioritized, automated, or transitioned in order to keep the function focused on high-impact enablement.
• Define success measures for enablement work and use feedback, usage patterns, and business context to continuously refine priorities.
• Identify opportunities to use AI and automation to reduce low-value manual work across knowledge management, communications, intake triage, recurring content updates, and resource maintenance.
• Create self-serve tools, repeatable workflows, and clear decision pathways so CX teammates can more easily find answers, access resources, and understand what matters most.

Evaluation Criteria:

• 6–8+ years of customer success enablement, sales/revenue enablement, customer success operations, or related experience, with deeper experience in enablement than in general project management.
• Proven ability to break down ambiguous business problems into clear priorities, practical solutions, and scalable enablement strategies.
• Demonstrated success translating customer, CSM, and business feedback into roadmaps, resources, and guidance that improve field effectiveness.
• Strong ownership mindset with the ability to operate autonomously and balance strategic thinking with operational execution in a fast-paced environment.
• Clear communicator with strong professional presence, listening skills, and the ability to influence cross-functional stakeholders and senior leaders.
• Experience using AI, automation, or systems thinking to reduce manual work, improve scale, and increase team efficiency.

You will love this job if you:

• Have successfully enabled teams working across multiple complex products, varied rules of engagement, and different buyer types.
• Enjoy turning ambiguity into structure, strategy, and practical guidance.
• Are energized by using AI or automation to streamline repetitive work and create more space for strategic impact.
• Enjoy highly collaborative, cross-functional work and are effective at partnering with leaders across functions.
• Have a background or interest in health technology, digital health, or telemedicine.
• Have strong written and verbal communication skills and can simplify complex information for busy teams.