Customer Enablement Manager | Job Description

Key Responsibilities: What Does a Customer Enablement Manager Do?

Customer Enablement Managers represent a customer-facing role within the customer success team focused on enabling company growth by facilitating customer outcomes. More often than not, a customer enablement manager is part of a success or onboarding team, but can be a singular function.

The main goal of an enablement manager is to improve every aspect of the customer journey, with a particular focus on the initial stages in order to lower the need for reactive support. To that end, customer enablement managers often work with other CSMs, onboarding managers, and customer success engineers to determine customers’ goals and deliver them. As such, the most important qualities of an effective enablement manager are empathy and customer service experience, both of which give them the ability to act proactively and foster good customer relationships.

*On average, Customer Success Enablement Managers make more (~$124,079) as they are part of a consolidated Customer Success team.

Key Responsibilities:

• Overseeing and managing customers’ journeys throughout their relationship with the organization.
• Working on customer enablement programs and solutions to optimize each step of the customer journey and working with the CS team for implementation.
• Analyzing customer interactions and stepping in whenever more complex enablement needs show up – often for high-touch, high-ARR, or best-fit customers (but not exclusively).
• Setting and attending customer meetings to facilitate communication and sync on their desired outcomes.
• Understanding customer context, overseeing goals, and providing product information to best serve those goals.
• Assisting in customer education and working with their onboarding colleagues to ensure adoption and determine the quickest path to success.
• Collaborating with the team and creating a process to identify and eliminate roadblocks in the way of customers’ goals.
• Focusing on product and feature adoption as their north-star metric in order to foster positive customer relationships that nurture a loyal customer base.
• Providing complex and often custom materials to help customers learn best practices to better achieve their goals.
• Work with customer success engineers to build custom solutions for business partners and other high-ARR customers.

Here are the necessary skills to be a good Customer Enablement Manager:

• Minimum 3 years of experience in customer service, customer success, or customer enablement – with proven experience in customer communications. Customer success or service courses / training are a big advantage.
• High emotional intelligence and empathy skills.
• Excellent communication skills and the ability to oversee accounts and adoption metrics and lead workable customer enablement strategies and programs to solve any potential snags in the customer journey.
• Strong customer service and goal-driven mindset backed by advanced project management skills.
• Ability to refocus escalated customer support issues towards developing solutions that drive both parties forward and open new opportunities.
• Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.
• High-level problem-solving and critical thinking skills, with some knowledge of business fundamentals.