Head of Global Customer Enablement

About impact.com
impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products - Performance (affiliate), Creator (influencer), and Advocate (customer referral) - unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands - including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics - rely on impact.com to power more than 350,000 partnerships that deliver measurable business results.

Your Role at impact.com:

The Head of Global Customer Enablement is responsible for defining the strategy, vision, and roadmap for all onboarding and continuous education programs within the Success organization with the ultimate goal of elevating the customer experience and driving measurable growth in our customers’ businesses. 

The leader will oversee the team's portfolio of enablement programs—including learning support, materials development, presentations, ongoing coaching, and product adoption tracking with critical focus in delivering AI enablement, Supply Diversification with focus on Creator and planning the Success Growth Summit. 

This person manages and mentors a group of enablement professionals who are responsible for supporting all customer-facing commercial teams (Customer Success, Partnership Development, Onboarding, and Customer Solutions)

What You'll Do:

Team Leadership and Management: Participates with senior management to establish strategic plans and objectives, defining the vision and long-term roadmap for the global Customer Enablement function and ensuring alignment with the company’s commercial goals and growth objectives. 

Annual Growth Summit Leadership: Own and execute the annual Customer Success Growth Summit. This includes all aspects of strategic planning, agenda development, content creation, speaker selection and coaching, logistics coordination, and flawless on-site delivery to ensure a high-impact experience for all attendees.

Program Development: Design, develop, and implement a comprehensive enablement program for the global Customer Success team, including onboarding, ongoing training, and professional development initiatives.

Content Creation: Create and maintain a library of high-quality enablement content, including training materials, playbooks, best practice guides, and internal documentation.

Training and Delivery: Deliver engaging and effective training sessions, both in-person and virtual, on a variety of topics, including product knowledge, industry trends, customer success methodologies, and professional skills.

Performance and Coaching: Partner with Customer Success leadership to identify performance gaps and develop targeted coaching and training programs to address them.

Measurement and Analytics: Establish key performance indicators (KPIs) to measure the effectiveness of the enablement program and use data to continuously iterate and improve.

Cross Functional Collaboration: Collaborate with cross-functional teams, including Sales, Product, and Marketing, to ensure that the Customer Success team is aligned with company-wide goals and has the resources they need to be successful.

What You Bring:

• 7+ years of experience in a customer success, sales enablement, or learning and development role, with at least 4 years in a management capacity (SaaS/B2B/Digital experience is a significant plus).
• Demonstrated experience managing large-scale events or programs, from conception to completion.
• Proven track record of designing and delivering successful enablement programs for a B2B SaaS company.
• Deep understanding of customer success principles and best practices.
• Excellent communication, presentation, and facilitation skills.
• Strong instructional design and content development skills.
• Data-driven and analytical mindset with a focus on measuring the impact of enable