Customer Success Enablement Manager

Summary

This role ensures CSMs and other client-facing CS teams are trained, certified, and rehearsed to describe the value provided by Ncontracts products to the client, and communicate release and roadmap information clearly and consistently in client meetings. It builds the talk tracks, presentations and certification process CSMs use in QBRs and Check-ins and brings a client-facing lens to all materials to ensure they speak to value. This role will be responsible for providing content to shift our CS team to support the value of our usage models for our AI solutions from merely supporting software. In addition, this role translates strategy set by Digital Enablement and CS leadership into client-facing talk tracks, and partners with CS Ops to use ChurnZero data and logistics to determine which clients need which talk tracks and when. By strengthening how CSMs communicate value, it indirectly supports GRR and NRR outcomes.

Key responsibilities

• Build and maintain talk tracks and messaging guides that help CSMs describe Ncontracts’ outcomes and products to clearly document the value of our solutions, including AI solutions and usage, to drive adoption and expansion, and communicate release and roadmap updates clearly and consistently

• Build and administer a talk track certification program within the existing LMS, including training content, rehearsal, and sign-off, to confirm CSMs and other client-facing CS teams can deliver talk tracks confidently before client-facing meetings

• Bring a client-facing lens to all materials, working with Product Marketing and other teams to ensure what they produce speaks to client value and not just feature or content description

• Build and deliver an onboarding track for new CSMs and client-facing hires so new team members are client-ready within their ramp period

• Review Gong call recordings on a regular cadence to assess talk track delivery, identify coaching needs, and refine messaging based on what is and is not landing with clients

• Deliver structured coaching and feedback to individual CSMs and other client-facing CS teams based on call review and certification results

• Surface client-facing insights from call reviews and certification sessions, including recurring objections, messaging gaps, and language that is not resonating, back to Digital Enablement, CS leadership, Sales Enablement, and Product Marketing to inform future strategy and materials

• Adapt the pre-sale value narrative owned by Sales Enablement into post-sale, value-realization conversations for CSMs

• Partner with Product Marketing and Product to translate new features, releases, and roadmap updates into CSM-ready talk tracks ahead of launch

• Translate strategy set by Digital Enablement and CS leadership into talk tracks that reinforce the themes surfaced in digital campaigns, so CSMs know what to highlight in QBRs and check-ins based on what clients have already been shown

• Participate in strategy discussions with Digital Enablement and CS leadership to ensure client-facing language reflects real client conversations and objections

• Partner with CS Ops to use ChurnZero data and logistics (meeting cadence, account segmentation, timing triggers) to determine which clients need which talk tracks and when

• Build and deliver value-narrative training and certification for Implementation, Support, and other client-facing teams, so these teams recognize and reinforce the same messaging

• Define and track training effectiveness metrics, including certification completion, talk track adoption in Gong-reviewed calls, and messaging consistency across CSMs

• Operate within defined boundaries: no performance management authority over CSMs or other client-facing teams; does not own digital campaign design or execution (Digital Enablement Strategist), ChurnZero logistics or signal/workflow definitions (CS Ops), or the pre-sale narrative (Sales Enablement)

Qualifications

• 5+ years in customer success enablement, sales enablement, or a hybrid coaching/training role in B2B SaaS

• Direct experience with call intelligence tools (Gong or similar) for coaching, not just reporting

• Excellent written and verbal communication skills, with the judgment to know what will and will not resonate with a client audience

• Demonstrated ability to bring a client-facing lens to materials, ensuring they speak to client value rather

• Experience building certification or training programs that include practice, rehearsal, and sign-off components

• Strong facilitation and coaching skills, comfortable giving direct feedback to individual contributors

• Ability to translate product releases and roadmap information into clear, plain-language talk tracks for non-technical financial institution clients so they understand the value

• Financial services or regulated industry experience is a plus, not required

Success metrics for the role (first 12 months)

• Certification completion rate across CSMs and other client-facing CS teams

• Talk track adoption and consistency in Gong-reviewed calls

• Time from product release to CSM-ready talk track availability

• Indirect movement in GRR/NRR through improved CSM value communication, measured versus baseline

• Reduction in new CSM time-to-competency on product and value messaging