Customer Success Enablement Delivery - Senior Manager

Verizon•Rolling Meadows, IL

1d•Hybrid

About The Position

As the Customer Success Enablement Delivery, Senior Manager, you will be the lead enablement strategist for the Global Customer Success (GCS) organization at Verizon Connect. This is not a traditional training delivery role; it is a highly strategic position focused directly on revenue retention and account expansion. Our Strategic Account Managers (SAMs) and Customer Success Managers (CSMs) drive our Net Revenue Retention (NRR). To support them, we need a leader who deeply understands commercial strategy and has the professional presence to influence senior teams. You will design, build, and run the playbooks our revenue teams use to manage enterprise relationships, prevent churn, and confidently cross-sell within our existing customer base.

Requirements

Bachelor’s degree or four or more years of work experience.
Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Strong understanding of B2B SaaS and hardware pricing models, Lifetime Value (LTV), and Net Revenue Retention (NRR) strategies.
The ability to confidently advise, influence, and drive behavioral change among senior Customer Success professionals and executive leadership.
Experience building value-selling methodologies, certification programs, and account management frameworks.
Skilled in using CRM and Customer Success tools (like Salesforce and Gainsight) to turn data into effective training strategies and track return on investment.
Proven ability to look at a drop in retention, identify the commercial gaps causing it, and quickly launch an enablement program to fix the issue.

Nice To Haves

Previous experience working as an Enterprise Customer Success Manager, Strategic Account Manager, or Account Executive in B2B SaaS.
Formal certification or deep experience rolling out recognized revenue frameworks (e.g., Challenger Sale, MEDDPICC, ValueSelling, Power Messaging).
Experience using conversational intelligence and revenue enablement platforms (e.g., Gong, Chorus, Highspot, Seismic) to track behavior and deliver training.
Background in Telematics, IoT (Internet of Things), or Fleet Management software.
A Master’s degree, MBA, or specialized certifications in Adult Learning Theory, Instructional Design, or Change Management.

Responsibilities

Build the complete enablement strategy for SAMs and CSMs, focusing on relationship management, account retention, and account expansion.
Partner with Product Marketing and GCS Leadership to turn product updates into clear, compelling sales messaging for our current customers.
Create competitive defense strategies and value-selling playbooks, including building ROI calculators and running hands-on objection-handling workshops.
Act as the readiness leader for the GCS team during major product launches and pricing changes.
Design structured training and certification programs so the team is fully prepared to sell new features and handle competitor pushback.
Enforce "Certification Before Quoting" standards to ensure our teams truly understand new pricing models and products before pitching them to customers.
Build clear skill frameworks for the GCS organization to identify gaps in negotiation, account planning, and Executive Business Reviews (EBRs).
Use tools like Salesforce and Gainsight to track how enablement programs impact quota attainment, churn reduction, and account growth.
Audit current sales and retention approaches, redesign playbooks for underperforming segments, and run targeted training sprints to get teams back on track.
Act as the voice of the GCS organization, sharing frontline feedback with Product and Sales teams.
Translate competitive intelligence and win/loss data into practical, everyday sales strategies.
Help shape future product roadmaps based on what our SAMs are hearing directly from the field.
Actively shape the Sales & retention behavior of senior professionals, including GCS Directors, Associate Directors, SAMs, and CSMs.
Work independently to set high standards for our enablement programs and confidently manage pushback from regional leaders to ensure our strategies actually deliver the expected financial results.