Customer Success Enablement Manager

We’re seeking a highly organized, systems-minded Customer Success Enablement Manager to help our Customer Success organization scale.

This role will build the playbooks, training, tools, processes, and more that enable our Implementation and Customer Success teams to deliver a consistent, high-quality customer experience from implementation through ongoing account management.

You’ll work cross-functionally with Customer Success, Operations, Product, Sales, Marketing, and other teams to turn complex workflows into simple, repeatable processes.

What you’ll do:

• Build and maintain Customer Success and Implementation playbooks, SOPs, templates, and best practices.
• Develop onboarding and ongoing training for Customer Success and Implementation teams.
• Own the development of customer and internal presentation materials, including business review decks, training materials, and executive-ready updates.
• Create scalable processes for implementation, launch readiness, customer health, escalations, business reviews, renewals, and expansion.
• Maintain a centralized knowledge base for customer-facing teams.
• Partner cross-functionally to ensure product, operational, and process changes are effectively communicated and adopted.
• Identify opportunities to automate manual workflows and improve team efficiency.
• Develop tools and resources that help teams identify risks, dependencies, and next-best actions earlier.
• Measure enablement effectiveness and continuously improve programs based on team and customer needs.

About you:

• 3+ years of experience in Customer Success, Marketing, Enablement, Implementation, or Customer Operations.
• Experience building scalable processes, playbooks, and training programs.
• Strong project management, communication, and documentation skills.
• Ability to simplify complex workflows and turn them into practical tools teams will actually use.
• Highly organized, proactive, and comfortable working in a fast-growing environment.
• Experience partnering across multiple teams and levels of an organization.
• Healthcare, health plan, benefits, or health-tech experience is a plus.
• Experience with Salesforce, Notion, or similar CS and knowledge-management tools is a plus.
• The ideal candidate combines a builder mentality with a bias toward execution—someone who sees an inefficient or inconsistent process and immediately starts thinking about how to make it simpler, repeatable, and scalable.