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Role Description

The Customer Enablement Manager ensures high-impact customers are set up for success from activation through steady-state. Partnering with the onboarding team, the role aligns expectations and readiness, then takes primary ownership post-handoff to lead hypercare, stabilization, and ongoing performance enablement. Operating with a structured, proactive approach, the Customer Enablement Manager anticipates risks, aligns stakeholders early, drives corrective action, and uses standardized dashboards and KPIs to keep outcomes on track. This role partners cross-functionally (Customer Enablement, Operations, BI/Analytics, Finance, Sales) to remove friction, close performance gaps, and maintain clear visibility into results.

Qualifications

• Bachelor’s degree or equivalent experience
• 3–7 years in customer success, account management, commercial operations, or a related field
• Strong relationship management and executive presence
• Ability to translate complex data into clear, actionable business insights
• Proficiency with dashboards/BI tools (e.g., Power BI, Tableau); working SQL knowledge or comfort partnering with technical teams
• Structured cross-functional problem solving, organizational rigor, and follow-through
• Ability to balance customer advocacy with business objectives
• Travel up to 5%

Requirements

• Own post-onboarding success: Take primary ownership after onboarding; lead hypercare, stabilization, and ongoing performance management for High Impact customers.
• Align readiness and expectations: Support onboarding to ensure customer readiness and aligned expectations prior to handoff.
• Build performance enablement plans: Define goals, KPIs, milestones, and accountability owners; maintain action plans, milestone tracking, and follow-through discipline.
• Run performance rhythms: Facilitate recurring reviews and business updates using standardized dashboards and agreed-upon metrics; prepare structured, customer-facing materials.
• Manage risk and recovery: Proactively identify performance risks, coordinate structured recovery plans, and escalate systemic issues that require broader process changes.
• Keep documentation updated: Maintain documented action plans, milestone tracking, and follow-through discipline to ensure forward progress.
• Advance reporting and visibility: Partner with the Customer Insights Analyst/BI to define reporting needs, clarify metric definitions, and ensure transparent performance visibility.

Benefits

• Medical, Dental, and Vision insurance; HSA and FSA options
• Life and Disability coverage (basic and voluntary)
• Voluntary Accident, Critical Illness, Identity & Fraud Protection, Auto & Home, and Pet Insurance
• Competitive benefits and 401(k) with company match
• Referral Bonus Program - Up to $500 per referral!
• Paid Time Off including Holiday pay
• Employee Assistance Program
• A safe and clean work environment