Post-Sales Enablement Manager

Second Nature is looking for a Post-Sales Enablement Manager to strengthen four critical post-sales functions: Implementation and Onboarding, Customer Experience (CX), Customer Support (CS), and Data Management.

Reporting to the GTM Enablement Director, you will design and execute enablement programs that accelerate customer time-to-value, drive activation and adoption, deepen resident support quality, and enable accurate, efficient data flows across the team.

This is a cross-functional, high-visibility role. You will work closely with Implementation, CX, CS, and Fulfillment to align resources, close enablement gaps, and scale the Triple Win impact as we grow. This role is for someone who thrives on building structure where there is ambiguity, coaching teams to perform at their best, and tying every program to a real business outcome.

⭐ What You’ll Do

Lead enablement across post-sales teams

• Develop and execute a post-sales enablement strategy focused on customer time-to-value, activation, adoption, retention, and operational excellence across Implementation and Onboarding, CX, CS, and Data Management.
• Serve as a connector between Implementation, CX, CS, and Fulfillment to align resources, share best practices, and eliminate gaps in the customer journey.
• Build reinforcement loops that ensure what gets trained actually sticks at the front line.

Accelerate implementation and onboarding (Implementation)

• Partner with Implementation leadership to build enablement programs that shorten time-to-launch, reduce failure-to-launch rates, and equip onboarding teams to handle complex customer configurations with confidence.
• Design playbooks, process guides, and training that give Implementation ICs a clear, repeatable path from contract through go-live.
• Collaborate with Product and CX to ensure the Implementation team is always current on platform changes, new features, and evolving customer requirements.
• Build handoff enablement between Implementation and CX so customers experience a seamless transition from onboarding to ongoing success.

Drive customer growth and adoption (CX)

• Partner with CSMs and CX leadership to build a coaching culture, equipping teams to have more impactful, consultative conversations with customers.
• Build enablement resources and workshops that help the CX team track adoption metrics, facilitate meaningful stakeholder conversations, and deliver guidance that drives retention.
• Design playbooks and job aids that help customer-facing ICs navigate complex situations with clarity and confidence.

Strengthen resident support (CS)

• Collaborate with the Customer Support team to deliver enablement and ongoing training that improves issue resolution speed, raises resident satisfaction scores, and upholds our Triple Win values.
• Maintain an up-to-date knowledge base and equip CS to handle new products, policy updates, and challenging resident situations effectively.
• Monitor support quality trends and translate findings into targeted training interventions.

Optimize data management enablement

• Work with Data Managers to ensure they have the processes and resources needed for accurate, efficient data flow and internal reporting.
• Facilitate knowledge transfer and process training as workflows evolve, ensuring all post-sales teams benefit from timely and accurate data.

Own training programs and content

• Design and maintain onboarding and continuous learning programs for all post-sales teams, ensuring every person is prepared to deliver value at every stage of the customer journey.
• Own a centralized library of enablement resources, including playbooks, FAQs, process guides, and product update communications.
• Build and expand asynchronous learning content to reduce dependence on synchronous delivery and increase enablement reach.

Establish feedback and continuous improvement

• Build and manage feedback loops across all post-sales teams to surface enablement gaps, measure program effectiveness, and drive iteration.
• Track, analyze, and report on program impact, making data-backed recommendations for where to invest next.

Partner cross-functionally

• Collaborate with Product, Implementation, Marketing, and Sales to ensure consistent messaging and a seamless customer journey from activation through ongoing support.
• Champion post-sales team feedback and customer insights in go-to-market, product, and process discussions.

⭐ What Success Looks Like

• Time-to-launch shortens and failure-to-launch rates drop as Implementation teams gain clearer playbooks and stronger onboarding support.
• Customer activation trends upward, supported by clear data and reporting on the ROI of your programs.
• Customer churn decreases as teams build stronger product understanding and value alignment.
• Post-sales teams feel equipped and supported to handle customer interactions with confidence.