Customer Success Enablement Manager

Ashby • ,

4d • $160,000 - $190,000

About The Position

As the Customer Success Enablement Manager, you will be a critical partner to our Customer Success organization, ensuring CSMs, Implementation Specialists, Contract Management and Professional Services teams have the skills, knowledge, and resources to deliver exceptional customer outcomes. Reporting to the Head of Revenue Enablement, you will refine and execute programs that accelerate CSM and Professional Service onboarding, reinforce customer engagement excellence, and ensure CS leaders and their teams are consistently equipped to drive retention and growth. This is a hands-on role with high visibility, where you’ll collaborate closely with CS Leadership, Professional Services, Implementation, and cross-functional partners like Product Marketing and Revenue Operations. Your success will be measured by the effectiveness of the CS organization—knowledgeable, well prepared CSMs, stronger renewal and expansion execution, and consistent adoption of strategic playbooks (such as our Customer Outcomes Framework) that underpin Ashby’s growth. Customer Success will be a nearly 100 person customer-facing team next year, and your work will directly impact our trajectory to $100M ARR and beyond.

Requirements

• Deep understanding of Customer Success principles and best practices.
• Proven experience in designing and executing enablement programs for customer-facing teams.
• Experience with learning management systems (LMS) and content management.
• Ability to analyze data and measure the effectiveness of enablement programs.
• Strong project management and organizational skills.
• Excellent communication and facilitation skills.
• Experience in a high-growth SaaS environment.
• Ability to work cross-functionally and build relationships with stakeholders.
• Passion for enabling Customer Success Teams to deliver business outcomes.
• Experience building scalable programs that directly impact retention and expansion outcomes.
• Comfort with operational excellence, clarity, and execution.
• Energized by both designing programs and reinforcing them with Customer Success Teams.
• Ability to document and systematize processes.
• Experience facilitating live sessions or role plays with CSMs and leaders.

Nice To Haves

• Experience with AI-enabled tools in enablement.
• Familiarity with competitive intelligence and product marketing.
• Experience supporting Contract Management and Support functions.

Responsibilities

• Partner closely with CS Leaders across segments to deeply understand their priorities, design enablement programs that align to business outcomes like NRR, expansion, and customer satisfaction, and build trust across Product Marketing and RevOps to deliver cohesive GTM programs.
• Create and curate learning paths, playbooks, and frameworks tailored to CSM needs (e.g., value discovery, partnership reviews, renewal conversations), translating insights from calls, customer data, and frontline feedback into practical, repeatable programs that drive consistent execution.
• Own onboarding for Customer Success Managers, Implementation Specialists, and Professional Services team, building on role- and segment-specific tracks to accelerate time-to-value. Simplify and prioritize what new hires need to know, ensuring they’re ready to lead customer conversations with confidence.
• Manage enablement systems (LMS, content hubs, call libraries) to make resources easy to access and apply in the field, bringing perspective on how AI-enabled tools can reinforce learning and support real-time customer interactions.
• Support CS organizations at scale by reinforcing skills and behaviors over time (certifications, peer learning, scenario practice) to ensure programs stick.
• Partner with CS Ops to measure program effectiveness, linking enablement to business outcomes like faster ramp, improved NRR, and higher expansion rates, and iterating programs based on both data and observation.
• Be organized, detail-oriented, and comfortable managing multiple initiatives concurrently, balancing strategic program design with rolling up your sleeves to facilitate sessions, deliver training, and embed new practices in the field.

Benefits

• Competitive compensation, including equity
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items covered with manager approval

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed