Manager, Customer Experience Operations & Enablement

Absorb • Calgary, AB

1d • Remote

About The Position

The Manager, CX Operations & Enablement is the operational and strategic backbone of our Customer Experience organization — the connective tissue that turns leadership priorities into executable programs across Implementations, Support, Technical Services, and Customer Success. This role demands a rare blend of analytical rigor, systems thinking, and cross-functional influence: you’ll own the tools, data, and processes our teams rely on while building the enablement infrastructure that keeps every customer-facing function sharp, informed, and ready to deliver. The impact is direct — better-equipped teams, faster execution, and measurable outcomes across retention, expansion, and customer satisfaction.

Requirements

• 7+ years in Customer Success Ops, RevOps, CX, Enablement, or similar SaaS operational roles
• Proven success leading cross-functional initiatives and driving change in high-growth B2B SaaS environments
• Experience partnering with Customer Success, Support, Implementations, or Professional Services teams
• Track record of building scalable processes, operating models, and customer lifecycle programs
• Experience hiring, developing, and leading high-performing teams
• Strong expertise with CX tools (e.g., Salesforce, ChurnZero, Zendesk, Gong)
• Advanced analytical skills, including dashboards, forecasting, and operational reporting
• Solid understanding of customer health, segmentation, retention, and lifecycle metrics
• Strategic, systems thinker who can scale operations across complex environments
• Strong communicator with the ability to influence senior stakeholders cross-functionally
• Data-driven mindset with the ability to translate insights into action
• Thrives in fast-paced, evolving environments with shifting priorities
• Hands-on leader who balances strategy with execution and is passionate about improving customer outcomes

Nice To Haves

• Experience with automation, AI workflows, and customer intelligence tools preferred
• SQL, BI tools, or data modeling experience is a plus

Responsibilities

• Own and scale post-sales operations (forecasting, segmentation, lifecycle, KPIs) to drive retention and growth
• Lead and optimize the CX tech stack to ensure data integrity, adoption, and seamless workflows
• Build scalable customer lifecycle processes across onboarding, adoption, renewals, and expansion
• Drive automation and AI initiatives to improve efficiency and customer engagement
• Lead cross-functional programs, turning strategy into executable plans with measurable results
• Partner across Product, Sales, and Marketing to enhance customer experience and alignment
• Develop reporting and dashboards to track customer health, performance, and key trends
• Turn customer data and feedback into actionable insights that inform strategy and reduce churn
• Lead enablement to equip teams with the tools, training, and playbooks needed to succeed
• Build and scale customer advocacy programs to support growth and brand credibility
• Lead and develop a high-performing team, fostering a culture of accountability and continuous improvement

Benefits

• Fully remote-first work with flexible work arrangements
• Comprehensive Health and Wellness Benefits including retirement savings programs
• Eligibility for two different bonus plans
• Generous time off
• Comprehensive medical and dental benefits based on your country of location
• New Hire Equipment Allowance and monthly Flex Allowance to support your success
• Endless opportunity for career growth and internal mobility
• Employee driven DE&I programs

What This Job Offers

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