Customer Success Enablement Lead

  • New York, NY, USA
  • Full-Time
  • On-Site
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Job Description:

Position Title: Customer Success Enablement Lead
Salary: $130,000 – $165,000 (Flexible based on experience)
Location: New York, NY (Onsite 5 days per week)


About the Role

Our client is seeking a highly motivated Customer Success Enablement & Operations Lead to help build the bedrock of their Customer Success organization. As an early member of the team reporting directly to the Director of Customer Success, you won't just be following a script—you’ll be writing the playbooks.

This role is designed for a "builder" who thrives on creating clarity out of chaos. You will be the force multiplier for the CS team, ensuring they have the resources, technical fluency, and operational rigor to deliver exceptional outcomes as the company scales.

Key Responsibilities

  • Own CS Enablement: Design and lead onboarding for new CS team members; create the playbooks, templates, and training materials that define "excellence."

  • Build the Foundation: Develop and optimize operational workflows across the entire customer lifecycle—from initial onboarding to renewal and expansion.

  • System Optimization: Partner with RevOps to evaluate and refine CS tools, ensuring the tech stack serves the team’s needs rather than creating friction.

  • Drive Accountability: Create visibility across the customer journey to ensure no follow-up is missed and risks are flagged before they become problems.

  • Actionable Insights: Define and track core CS metrics, building dashboards that provide the leadership team with a clear pulse on customer health.

  • Cross-Functional Bridge: Align with Sales, Product, and Implementation teams to ensure seamless handoffs and a unified post-sale motion.

Who You Are

  • A Builder: You have a proven track record of creating enablement or operations processes from scratch in a fast-paced environment.

  • Data-Driven: You don’t just report numbers; you surface insights that drive strategy.

  • Process-Oriented: You have a knack for simplifying complex workflows and removing bottlenecks.

  • Onsite Advocate: You thrive in a collaborative, high-energy office environment and are excited to be in the New York office 5 days a week.