Senior Manager, Customer Success Manager Enablement

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary:

The Senior Manager, CSM Enablement, is responsible for developing and implementing a strategic, scalable framework that empowers Customer Success Managers to deliver exceptional customer value. This role serves as the strategic engine behind how we enable, elevate, and operationalize excellence across the CSM organization.

In addition, this role designs programs, tools, and learning environments that strengthen core CSM capabilities, including product knowledge, customer engagement, adoption strategy, and relationship management, ensuring CSMs are equipped to drive renewals, customer satisfaction, long‑term value, and consistent customer outcomes.

Building on a deep understanding of CSM workflows and customer expectations, the Senior Manager plays a pivotal role in enhancing service delivery quality, driving consistency, and establishing high‑quality standards across the Customer Success function. This includes defining what “great” looks like for a CSM and creating the metrics, scorecards, coaching models, and quality frameworks that enable leaders to measure, coach, and improve employee performance.

This position is also responsible for championing a culture of continuous learning and operational excellence by using data‑driven insights, customer signals, performance analytics, and cross‑functional collaboration to inform priorities and decision‑making. The Senior Manager partners closely with CS Operations, Product, Support, Onboarding, Enablement, and other CS leaders to align initiatives, streamline workflows, and remove friction so CSMs can operate at their best.

Reporting to the Senior Manager of Customer Success Enablement, the CSM Enablement leader adopts a people‑centric, insight‑driven approach to building developmental experiences, strengthening processes, and driving innovation that supports CSM effectiveness and elevates the overall customer journey. This role is ideal for a forward‑thinking strategist who is passionate about people development, operational quality, and creating training and systems that scale.

Responsibilities include but are not limited to:

30% CSM Enablement Strategy

• Build role-based learning paths, onboarding programs, and continued skill development tracks

• Develop strategic playbooks for adoption, relationship management, customer engagement, and product excellence

• Create scalable training materials, resources, and knowledge assets

• Partner with cross-functional teams to ensure content accuracy and alignment with organizational priorities.

20% Quality and Performance Excellence

• Develop quality standards, competency models, scorecards, and coaching frameworks

• Build mechanisms for measuring execution quality across customer touchpoints

• Enable CSMs with tools to coach consistently and effectively

• Collaborate with CS leaders to tie performance expectations to business outcomes

20% Continuous Learning and Improvement:

• Lead workshops, feedback loops, and ongoing skill-building opportunities

• Facilitate knowledge-sharing across the CSM community

• Maintain and evolve the CSM knowledge base and enablement library

• Identify gaps and proactively deliver solutions that improve team effectiveness

15% Data-Driven Decision Making

• Analyze performance data, workflow insights, customer signals, quality trends, and training adoption

• Use insights to prioritize enablement initiatives and recommend targeted interventions

• Provide leadership with reporting and storytelling that demonstrates impact

• Ensure visibility into success metrics and opportunities for improvement

15% Cross-Functional Leadership and Alignment

• Align enablement efforts across Product, Virtual Training, Sales and Marketing, Onboarding, and CSM Operations

• Collaborate to maintain consistent messaging, processes, and expectations across the customer journey

• Influence without authority to drive adoption of best practices and operational improvements

Education, Experience, & Skills Required:

• Bachelor’s degree and a minimum of 8 years working in SaaS, FinTech, healthcare tech, and/or customer-facing operations roles

• Minimum of 5 years in an enablement, operational excellence, or CSM leadership role

• Demonstrated success building large-scale enablement programs or quality frameworks<