Manager, Customer Success Programs & Enablement

Beamer and Userflow

About The Position

We're looking for a Manager, Customer Success Programs & Enablement to lead our customer support team while building and scaling the education and enablement programs that drive customer success, deepen product knowledge, and support our broader retention objectives. This is a hybrid people management and program management role. You'll directly manage a team of customer-facing support specialists while also owning the design, development, and continuous improvement of AI-powered programs across customer education, internal enablement, and knowledge sharing. You'll leverage agents, automation, and modern tooling to build programs that don't just inform—they drive measurable outcomes in retention and expansion. A flagship responsibility of this role is building and running a Product Manager Academy: a structured, best-in-class educational program that teaches PMs how to drive product adoption using our platform's features and capabilities. The Academy serves multiple audiences—it's a customer education resource, an internal training foundation for our Support and CSM teams, a sales enablement asset, and a top-of-funnel thought leadership vehicle that reinforces our position as the go-to platform for product-led growth. You'll also play a central role in one of our most critical near-term initiatives: owning the internal and customer-facing education strategy for our product migration, guiding customers and our team through the transition from Beamer to Userflow at scale. Your work will sit at the intersection of Customer Success and our PLG motion —surfacing customer insights and needs that translate into improvements directly in the product or product experience.

Requirements

5–8+ years in Customer Success, customer education, enablement, or learning & development within a B2B SaaS environment.
Proven experience managing a customer-facing team while remaining a hands-on program builder and operator.
Experience designing and delivering curriculum or structured educational programs—ideally for technical or product-focused audiences.
Deep familiarity with AI tools, agents, and automation—and genuine excitement about applying them to CS programs and workflows.
Strong program management skills: you can design, build, launch, and iterate on complex programs with multiple stakeholders.
Experience developing customer-facing and internal educational content, training programs, and knowledge resources.
Strong analytical skills and ability to use data to prioritize, improve, and report on program performance.
Excellent communication and writing skills across formats: training content, knowledge articles, executive updates, and strategic recommendations.
Comfort presenting strategy, insights, and program roadmaps to Marketing and senior leadership.
Experience with product migration, onboarding programs, or customer transition initiatives is a strong plus.

Nice To Haves

Familiarity with tools like Userflow, Beamer, or similar product adoption and customer experience platforms.
Background in product management, product marketing, or a deep understanding of product adoption principles.

Responsibilities

Directly manage a team of customer-facing support specialists, setting direction, priorities, and a high standard for customer experience.
Coach and develop team members on product knowledge, product adoption knowledge, and educational content contribution.
Build a team culture rooted in continuous learning, customer empathy, and program ownership.
Partner closely with Marketing, PMM, Sales, and CS Leadership to align team efforts with broader company goals.
Design, build, and operate a PA Academy—a structured educational program teaching best practices for driving product adoption, grounded in the features, functionality, and use cases our platform enables.
Develop a curriculum that connects real product capabilities to adoption frameworks and strategies PMs can apply directly in their work—making the Academy as much a product education resource as a thought leadership one.
Build the Academy to serve multiple audiences:
Create and maintain course content, resources, certifications, and programming that evolve alongside the product and industry trends.
Partner with Marketing and PMM to ensure Academy content is amplified across channels and integrated into demand generation and content strategy.
Partner with Sales and CS Leadership to integrate the Academy into the sales motion and customer lifecycle.
Measure and report on Academy enrollment, completion, downstream retention and expansion impact, and its contribution to top-of-funnel pipeline and brand visibility.
Own the design, build, and ongoing improvement of technology-based CS programs, with a strong emphasis on AI agents and automation.
Build and maintain programs across four core areas:
Continuously iterate on programs using performance data, user feedback, and support trends.
Identify and implement AI tools, agents, and automation that increase program quality, reach, and efficiency.
Build systematic programs for collecting, synthesizing, and routing customer feedback and signals from support interactions, training sessions, and community engagement.
Translate insights into actionable recommendations for Marketing, PMM, and CS Leadership.
Surface trends and themes that inform content strategy, messaging, and educational priorities.
Own the internal and customer-facing education strategy for the Beamer to Userflow product migration.
Develop structured learning paths, transition guides, and educational resources that reduce friction and accelerate customer adoption of Userflow.
Partner with Marketing, PMM, and CS Leadership to ensure migration messaging is clear, timely, and consistent across all touchpoints.
Build internal training and readiness programs so the support team can confidently guide customers through the transition at scale.
Own the strategy, structure, and quality of our customer-facing Knowledge Base.
Drive a consistent cadence of new article creation, updates, and gap-filling tied to support trends and product changes.
Optimize KB content for discoverability and self-service success, directly reducing support burden.
Use KB performance data to surface content opportunities and guide team output.
Own program performance reporting, delivering clear insights on retention impact, case deflection, KB health, and expansion influence.
Partner with Marketing, PMM, Sales, and CS Leadership to align program roadmaps with company and campaign priorities.
Present strategy, insights, and recommendations to senior leadership.