Customer Experience Enablement Manager (SaaS)

TL;DR

Customer Experience Enablement Manager (SaaS): Designing and delivering enablement programs to improve execution and customer outcomes across Customer Success, Support, and Implementation functions with an accent on scalability and performance gaps. Focus on building brand-specific playbooks, optimizing onboarding, and integrating AI-enabled tools to increase frontline productivity.

Location: Must be based in the United States. Remote, hybrid, or onsite options available.

Salary: $110,000 – $120,000 USD per year

Company

A leading service commerce platform providing tailored SaaS solutions to digitally transform the service economy for over 725,000 customers.

What you will do

• Partner with CX leadership to set enablement priorities and translate strategy into actionable programs.
• Develop role-based development for Customer Success, including churn-save playbooks and QBR facilitation.
• Build implementation playbooks and time-to-value frameworks for the Services organization.
• Design and own new-hire onboarding and up-skilling journeys for all CX roles.
• Collaborate with Product, RevOps, and Marketing to develop tools and workflows for the customer lifecycle.
• Track program impact using success metrics and iterate based on performance data and AI insights.

Requirements

• 5–8+ years of experience in CX/Sales Enablement, Customer Success, or Revenue Operations.
• Proven track record of designing enablement programs that support adoption and retention.
• Deep understanding of the customer lifecycle (onboarding, renewals, expansion).
• Must be eligible to work in the US without sponsorship.
• Experience with CRM and CX tools like Salesforce, Gainsight, or Zendesk.
• Bachelor’s degree or equivalent experience.

Nice to have

• Experience in high-growth SaaS or multi-product environments.

Culture & Benefits

• Flexibility to work in-office, remote, or hybrid within the US.
• Robust health and wellness benefits package with an annual stipend.
• 401k with up to a 4% match and immediate vesting.
• Flexible and generous (FTO) time-off policy.
• Employee Stock Purchase Program.
• Continued investment in professional development.