Post-Sales Enablement Manager

Second Nature

1d • $115,000 - $135,000 • Remote

About The Position

Second Nature is seeking a Post-Sales Enablement Manager to enhance key post-sales functions including Implementation and Onboarding, Customer Experience (CX), Customer Support (CS), and Data Management. This role reports to the GTM Enablement Director and is responsible for creating and implementing enablement programs aimed at speeding up customer time-to-value, boosting activation and adoption, improving customer support quality, and ensuring efficient data management. It's a cross-functional, high-visibility position that requires collaboration with various teams to align resources, address enablement gaps, and scale the company's impact. The ideal candidate will excel at establishing structure in ambiguous environments, coaching teams, and linking programs to tangible business outcomes.

Requirements

• 5+ years of experience in enablement, post-sales, CX, CS, implementation, or training roles, preferably in SaaS, PropTech, or a fast-growth tech environment.
• Proven experience designing and delivering enablement programs for cross-functional teams with measurable outcomes.
• Experience enabling implementation or onboarding teams, with an understanding of what it takes to shorten time-to-value and reduce failed launches.
• Analytical, data-driven mindset with strong reporting skills and a bias toward using metrics to inform priorities.
• Excellent communication and facilitation skills, with the ability to move between executive stakeholders and individual contributors with equal ease.
• Experience building coaching frameworks and leading training that changes behavior, not just builds awareness.
• Passion for building customer-centric, high-performance cultures where teams feel equipped and supported.

Nice To Haves

• Experience in property management, B2B SaaS, or customer-facing operations is a plus.

Responsibilities

• Lead enablement across post-sales teams
• Develop and execute a post-sales enablement strategy focused on customer time-to-value, activation, adoption, retention, and operational excellence across Implementation and Onboarding, CX, CS, and Data Management.
• Serve as a connector between Implementation, CX, CS, and Fulfillment to align resources, share best practices, and eliminate gaps in the customer journey.
• Build reinforcement loops that ensure what gets trained actually sticks at the front line.
• Partner with Implementation leadership to build enablement programs that shorten time-to-launch, reduce failure-to-launch rates, and equip onboarding teams to handle complex customer configurations with confidence.
• Design playbooks, process guides, and training that give Implementation ICs a clear, repeatable path from contract through go-live.
• Collaborate with Product and CX to ensure the Implementation team is always current on platform changes, new features, and evolving customer requirements.
• Build handoff enablement between Implementation and CX so customers experience a seamless transition from onboarding to ongoing success.
• Partner with CSMs and CX leadership to build a coaching culture, equipping teams to have more impactful, consultative conversations with customers.
• Build enablement resources and workshops that help the CX team track adoption metrics, facilitate meaningful stakeholder conversations, and deliver guidance that drives retention.
• Design playbooks and job aids that help customer-facing ICs navigate complex situations with clarity and confidence.
• Collaborate with the Customer Support team to deliver enablement and ongoing training that improves issue resolution speed, raises resident satisfaction scores, and upholds our Triple Win values.
• Maintain an up-to-date knowledge base and equip CS to handle new products, policy updates, and challenging resident situations effectively.
• Monitor support quality trends and translate findings into targeted training interventions.
• Work with Data Managers to ensure they have the processes and resources needed for accurate, efficient data flow and internal reporting.
• Facilitate knowledge transfer and process training as workflows evolve, ensuring all post-sales teams benefit from timely and accurate data.
• Design and maintain onboarding and continuous learning programs for all post-sales teams, ensuring every person is prepared to deliver value at every stage of the customer journey.
• Own a centralized library of enablement resources, including playbooks, FAQs, process guides, and product update communications.
• Build and expand asynchronous learning content to reduce dependence on synchronous delivery and increase enablement reach.
• Build and manage feedback loops across all post-sales teams to surface enablement gaps, measure program effectiveness, and drive iteration.
• Track, analyze, and report on program impact, making data-backed recommendations for where to invest next.
• Collaborate with Product, Implementation, Marketing, and Sales to ensure consistent messaging and a seamless customer journey from activation through ongoing support.
• Champion post-sales team feedback and customer insights in go-to-market, product, and process discussions.

Benefits

• Medical, Dental, Vision, Life Insurance, & 401K Plan
• Open PTO and sick days
• A supportive team to help you grow your career and unlock your full potential

What This Job Offers

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