Head of Global Customer Enablement

Impact.com•New York, NY

About The Position

The Head of Global Customer Enablement is responsible for defining the strategy, vision, and roadmap for all onboarding and continuous education programs within the Success organization with the ultimate goal of elevating the customer experience and driving measurable growth in our customers’ businesses. The leader will oversee the team's portfolio of enablement programs—including learning support, materials development, presentations, ongoing coaching, and product adoption tracking with critical focus in delivering AI enablement, Supply Diversification with focus on Creator and planning the Success Growth Summit. This person manages and mentors a group of enablement professionals who are responsible for supporting all customer-facing commercial teams (Customer Success, Partnership Development, Onboarding, and Customer Solutions)

Requirements

7+ years of experience in a customer success, sales enablement, or learning and development role, with at least 4 years in a management capacity (SaaS/B2B/Digital experience is a significant plus).
Demonstrated experience managing large-scale events or programs, from conception to completion.
Proven track record of designing and delivering successful enablement programs for a B2B SaaS company.
Deep understanding of customer success principles and best practices.
Excellent communication, presentation, and facilitation skills.
Strong instructional design and content development skills.
Data-driven and analytical mindset with a focus on measuring the impact of enablement initiatives.
Ability to thrive in a fast-paced, high-growth environment.
Bachelor's Degree or above in a relevant field (e.g., Corporate Training, Business, Psychology, Sociology) is required, or equivalent experience.

Nice To Haves

An advanced degree or educational/teaching experience is a plus.
A strong understanding of digital and performance marketing, with a significant advantage for deep knowledge of the affiliate/partnership ecosystem.

Responsibilities

Team Leadership and Management: Participates with senior management to establish strategic plans and objectives, defining the vision and long-term roadmap for the global Customer Enablement function and ensuring alignment with the company’s commercial goals and growth objectives.
Annual Growth Summit Leadership: Own and execute the annual Customer Success Growth Summit. This includes all aspects of strategic planning, agenda development, content creation, speaker selection and coaching, logistics coordination, and flawless on-site delivery to ensure a high-impact experience for all attendees.
Program Development: Design, develop, and implement a comprehensive enablement program for the global Customer Success team, including onboarding, ongoing training, and professional development initiatives.
Content Creation: Create and maintain a library of high-quality enablement content, including training materials, playbooks, best practice guides, and internal documentation.
Training and Delivery: Deliver engaging and effective training sessions, both in-person and virtual, on a variety of topics, including product knowledge, industry trends, customer success methodologies, and professional skills.
Performance and Coaching: Partner with Customer Success leadership to identify performance gaps and develop targeted coaching and training programs to address them.
Measurement and Analytics: Establish key performance indicators (KPIs) to measure the effectiveness of the enablement program and use data to continuously iterate and improve.
Cross Functional Collaboration: Collaborate with cross-functional teams, including Sales, Product, and Marketing, to ensure that the Customer Success team is aligned with company-wide goals and has the resources they need to be successful.

Benefits

Medical, Dental, and Vision insurance
Office-only catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled
Flexible spending accounts and 401(k)
Flexible Working: Our Responsible PTO policy means you can take the time off you need to rest and recharge. We're committed to a positive work-life balance and provide a flexible environment that allows you to be happy and fulfilled in both your career and your personal life.
Health and Wellness: Your well-being is a priority. Our mental health and wellness benefit includes up to 12 fully covered therapy/coaching sessions per year, with additional dependent coverage. We also offer a monthly gym reimbursement policy to support your physical health.
A Stake in Our Growth: We offer Restricted Stock Units (RSUs) as part of our total compensation, giving you a stake in the company's growth with a 3-year vesting schedule, pending Board approval.
Investing in Your Growth: We’re committed to your continuous learning. Take advantage of our free Coursera subscription and our PXA courses.
Parental Support: We offer a generous parental leave policy, 26 weeks of fully paid leave for the primary caregiver and 13 weeks fully paid leave for the secondary caregiver.
Technology Financial Support: We provide a technology stipend to help you set up your home office and a monthly allowance to cover your internet expenses.

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