Senior Customer Enablement & Value Realization Manager

Ncontracts

1d•$100,000 - $140,000•Onsite

About The Position

This role ensures CSMs and other client-facing CS teams are trained, certified, and rehearsed to describe the value provided by Ncontracts products to the client, and communicate release and roadmap information clearly and consistently in client meetings. It builds the talk tracks, presentations and certification process CSMs use in QBRs and Check-ins and brings a client-facing lens to all materials to ensure they speak to value. This role will be responsible for providing content to shift our CS team to support the value of our usage models for our AI solutions from merely supporting software. In addition, this role translates strategy set by Digital Enablement and CS leadership into client-facing talk tracks, and partners with CS Ops to use ChurnZero data and logistics to determine which clients need which talk tracks and when. By strengthening how CSMs communicate value, it indirectly supports GRR and NRR outcomes.

Requirements

5+ years in customer success enablement, sales enablement, or a hybrid coaching/training role in B2B SaaS
Direct experience with call intelligence tools (Gong or similar) for coaching, not just reporting
Excellent written and verbal communication skills, with the judgment to know what will and will not resonate with a client audience
Demonstrated ability to bring a client-facing lens to materials, ensuring they speak to client value rather
Experience building certification or training programs that include practice, rehearsal, and sign-off components
Strong facilitation and coaching skills, comfortable giving direct feedback to individual contributors
Ability to translate product releases and roadmap information into clear, plain-language talk tracks for non-technical financial institution clients so they understand the value

Nice To Haves

Financial services or regulated industry experience is a plus, not required

Responsibilities

Build and maintain talk tracks and messaging guides that help CSMs describe Ncontracts’ outcomes and products to clearly document the value of our solutions, including AI solutions and usage, to drive adoption and expansion, and communicate release and roadmap updates clearly and consistently
Build and administer a talk track certification program within the existing LMS, including training content, rehearsal, and sign-off, to confirm CSMs and other client-facing CS teams can deliver talk tracks confidently before client-facing meetings
Bring a client-facing lens to all materials, working with Product Marketing and other teams to ensure what they produce speaks to client value and not just feature or content description
Build and deliver an onboarding track for new CSMs and client-facing hires so new team members are client-ready within their ramp period
Review Gong call recordings on a regular cadence to assess talk track delivery, identify coaching needs, and refine messaging based on what is and is not landing with clients
Deliver structured coaching and feedback to individual CSMs and other client-facing CS teams based on call review and certification results
Surface client-facing insights from call reviews and certification sessions, including recurring objections, messaging gaps, and language that is not resonating, back to Digital Enablement, CS leadership, Sales Enablement, and Product Marketing to inform future strategy and materials
Adapt the pre-sale value narrative owned by Sales Enablement into post-sale, value-realization conversations for CSMs
Partner with Product Marketing and Product to translate new features, releases, and roadmap updates into CSM-ready talk tracks ahead of launch
Translate strategy set by Digital Enablement and CS leadership into talk tracks that reinforce the themes surfaced in digital campaigns, so CSMs know what to highlight in QBRs and check-ins based on what clients have already been shown
Participate in strategy discussions with Digital Enablement and CS leadership to ensure client-facing language reflects real client conversations and objections
Partner with CS Ops to use ChurnZero data and logistics (meeting cadence, account segmentation, timing triggers) to determine which clients need which talk tracks and when
Build and deliver value-narrative training and certification for Implementation, Support, and other client-facing teams, so these teams recognize and reinforce the same messaging
Define and track training effectiveness metrics, including certification completion, talk track adoption in Gong-reviewed calls, and messaging consistency across CSMs
Operate within defined boundaries: no performance management authority over CSMs or other client-facing teams; does not own digital campaign design or execution (Digital Enablement Strategist), ChurnZero logistics or signal/workflow definitions (CS Ops), or the pre-sale narrative (Sales Enablement)

Benefits

Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
11 paid holidays
Community and social events to keep you connected and engaged
Mental Health Benefits
Medical, Dental and Vision insurance
Company-paid Group Life Insurance, Short- and Long-Term Disability
Flexible Spending Account & Health Savings Account
Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
Pet Insurance
401 (k) with company match with eligibility on Day 1 of employment
2 Paid Volunteer Time Off Days