EverPro - Customer Experience Enablement Manager (Remote, US)
About The Position
EverCommerce is seeking a Customer Experience Enablement Manager to support the EverPro Customer Experience organization. EverPro is EverCommerce’s Home services brand, focused on helping service-based businesses streamline operations and improve retention through enhanced customer and service-professional experiences. This role is responsible for designing and delivering enablement programs aimed at improving execution, customer outcomes, and retention across EverPro’s Customer Experience organization, which includes Customer Success, Support, and Implementation/Services. The position involves standardizing enablement across a multi-brand environment while tailoring programs to each brand's specific customer journey, product offerings, and operational cadences. The Enablement Manager will collaborate with CX leadership to identify performance gaps, set priorities, and develop enablement initiatives for onboarding, product adoption, renewals, expansion readiness, and high-quality service delivery. Additionally, this role will partner with Product, Revenue Operations (RevOps), Sales Enablement, and Marketing to ensure CX teams are equipped with the necessary training, content, tools, and processes to effectively support customers at scale.
Requirements
- Bachelor’s degree or equivalent experience
- 5–8+ years of experience in Customer Success Enablement, Sales Enablement, Customer Success, Services/Implementation, Operations, Revenue Operations (RevOps), or related GTM/CX roles
- Proven experience designing and delivering enablement programs that support customer adoption, retention, and scalable service delivery
- Strong understanding of the customer lifecycle, including onboarding, adoption, renewals, expansion, support, and services
- Experience partnering with CX leadership and influencing without direct authority
- Ability to translate strategy into practical, scalable enablement programs for frontline CX teams
- Strong program and project management, communication, and stakeholder management skills
- Experience working with CX and GTM systems and tools, such as CRM platforms, enablement tools, knowledge bases, and performance reporting (e.g., Salesforce, Salesloft, Gainsight, Zendesk, Seismic, Gong, etc.)
- Experience in a high-growth SaaS organization and/or multi-product environments
- Must be eligible to work without sponsorship
- May require travel to Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
Responsibilities
- Partner with CX leadership (Customer Success, Support, and Implementation/Services) to set enablement priorities based on customer outcomes, performance data, and operating model needs.
- Translate CX strategy into clear, actionable enablement programs that improve consistency, efficiency, and customer experience across all CX functions.
- Champion the adoption of AI-enabled tools (e.g., agents, custom GPTs) to scale enablement development, improve knowledge accessibility, and increase frontline productivity.
- Develop onboarding and role-based development for Customer Success that strengthens health score literacy, standardizes churn-risk identification and churn-save playbooks, and equips CSMs to plan and facilitate effective QBRs, driving adoption, renewal execution, and expansion readiness.
- Build brand-specific implementation playbooks, time-to-value frameworks, delivery standards, and handoff processes into CS for Implementation/Services.
- Strengthen knowledge management, QA calibration, ticket deflection strategies, and support workflows for Support that improve efficiency and customer satisfaction.
- Identify and document core competencies and skills for each CX motion to craft targeted and tailored learning journeys.
- Own new-hire onboarding and up-skilling for all CX roles, ensuring consistent ramp, role clarity, and readiness across Customer Success, Support, and Implementation/Services.
- Work with Product, Revenue Operations (RevOps), Sales Enablement, and Operations to develop playbooks, tools, workflows, and content that support CX programs and key customer lifecycle moments.
- Partner with Training/L&D teams to ensure programs are delivered through the right formats (live, virtual, on-demand, certifications).
- Assess frontline leader and manager capability needs, and design leadership development programs (coaching frameworks, training, and enablement resources) that strengthen team performance and execution consistency across CX.
- Define success metrics and track program impact (e.g., onboarding effectiveness, adoption, retention, expansion readiness, support efficiency, data hygiene, and customer satisfaction), leveraging AI-enabled tools where appropriate to scale insights and execution.
- Maintain enablement roadmaps, timelines, and dependencies in the system of record to ensure initiatives are aligned to CX priorities and delivered on time.
- Continuously iterate enablement programs based on feedback, performance insights, and evolving customer and product needs.
- Facilitate or host live training and working sessions with core stakeholders and frontline teams.
Benefits
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Continued investment in your professional development
- Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
- 401k with up to a 4% match and immediate vesting
- Flexible and generous (FTO) time-off
- Employee Stock Purchase Program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
