Lead Enablement Manager, Customer Success (Hub)



Customer Service, Sales & Business Development
Denver, CO, USA
Posted on Tuesday, June 18, 2024

At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

As a Lead Enablement Manager - Customer Success, you will be responsible for ensuring that the Global Customer Success Managers are equipped with the content and skills necessary to excel in their roles and deliver a world class customer experience.

You will be the dedicated Enablement business partner to our Customer Success organization, working alongside senior leadership to fully understand the structure, needs, and goals of the organization. You will act as a strategic consultant, providing recommendations and plans to help the business reach their goals. You are responsible for creating and implementing enablement programs and initiatives to support our Customer Success Managers (CSMs) in effectively managing and growing our customer relationships. In this highly dynamic position, you will be equal parts program manager, content developer, and facilitator. You’ll be part of the GTM Enablement Team, reporting directly to the Sr. Manager of Global Field Effectiveness.

How you'll make a difference:

  • Develop and execute on a comprehensive enablement strategy that supports the professional growth and effectiveness of our CSMs. This includes designing and delivering training programs.
  • Collaborate closely with senior leadership to develop enablement initiatives tailored to address critical gaps identified across the knowledge, skills and processes of our global CSMs.
  • Develop and maintain an onboarding program for new CSM hires, ensuring a smooth transition and accelerated ramp.
  • Foster a collaborative and supportive environment through knowledge sharing, peer learning, and facilitating communication channels for CSMs.
  • Establish metrics to measure the effectiveness of enablement initiatives and track the impact on CSM performance, customer satisfaction, and revenue growth.
  • Act as a subject matter expert on customer success best practices, industry trends, emerging technologies relevant to customer success and incorporate them into the enablement programs.
  • Provide ongoing coaching and mentorship to CSMs, offering guidance on best practices, customer engagement strategies, and relationship management.

Who you are:

  • 6+ years leading end-to-end enablement programs for Customer Success or Sales roles
  • Proven experience in a Customer Success role in a SaaS organization, with a strong understanding of customer success principles and best practices
  • Strategic mindset with the ability to align enablement initiatives with broader organizational objectives
  • Analytical mindset with the ability to leverage data and insights to inform decisions and drive continuous improvement
  • Experience designing and delivering complex training programs that educate customer success team members on delivering value to their customers
  • Experience in establishing key performance indicators (KPIs) to measure the effectiveness of enablement initiatives
  • Experience collaborating with marketing and product teams to create value messaging and product positioning for CSMs to use effectively in customer conversations
  • Ability to design and develop engaging and interactive training and content using a variety of adult learning modalities and methods
  • Consistent record of impacting revenue outcomes through enablement, based on documented success metrics
  • Experience using authoring tools and content and learning management systems (ie: Articulate Rise/Storyline, Captivate, Adobe Premiere Pro, Camtasia and Seismic or Cornerstone)
  • Familiarity with customer success tools like Gainsight and Salesforce as well as other enablement platforms (Gong & Seismic)

#DK2 #Hybrid #Denver

The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.

Base Pay Range For US Locations:
$124,000$186,000 USD

Get to Know Klaviyo

We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.

Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.

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