The Customer Success Enablement Manager will be responsible for the skill development, leadership skill development, content creation and accessibility, as well as the overall opportunity for behavior change across the customer success organization at Weave. This position will proactively identify behavioral challenges and needs, report them to leadership, and develop and deploy targeted enablement initiatives. Reporting on the level of behavior change observed and making necessary adjustments will be a key aspect of this role. The person in this role will be considered successful as behaviors across their organizations improve, desired outcomes are achieved, and evaluations from supported leaders are consistently at or above expectations.
This position will be hybrid (remote/in office)
Reports to: Director of Revenue Enablement
The duties and responsibilities of the role.
Communication and coordination with leadership to proactively identify mindset, skillset, activity and toolset challenges and the metrics associated
Live training and presentations for individuals and in large groups
Develop and deliver training programs to onboard and upskill the customer success team, focusing on product knowledge, customer retention, and customer experience.
Create impactful content, including presentations, case studies, product demos, process documentation, and more to support customer success teams.
Collaborate with Product, Marketing, Onboarding and Sales Operations teams to align efforts, improve customer retention, and refine enablement initiatives.
Analyze customer success performance to proactively identify gaps, implement data-driven improvements, and ensure quality in customer interactions.
Stay informed on industry trends, competitors, and customer needs to shape effective customer success enablement strategies.
The minimum qualifications for the role - education, experience, certifications, skills.
2+ years of enablement experience
Bachelors degree or equivalent work experience
2+ years of successful training in group settings
Proficiency in google/microsoft suite (slides,sheets,forms,docs,etc)
Proficient project management skills
Experience in building certification programs
Experience working with cross-functional teams and driving adoption of new tools and processes
Preferred qualifications - including personality traits and soft skills.
PMP certification
Customer success experience
Proactive and adaptive mindset
Skills in Seismic or other LMS/content management platforms
Salesforce Proficiency
At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.
Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
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What We Do
Weave makes communicating with customers easier for businesses by integrating features like texting, phone service, fax, and reviews.
