Role Summary
SAAS based, venture-backed enterprise SEO and Content Performance Marketing platform
If you are a driven, competitive, and passionate individual looking to join a market-leading company with proven technology and clear paths for personal and professional growth, BrightEdge could be an excellent fit.
Customer Success Enablement Manager
Core Responsibilities
Program Strategy and Ownership
- Develop and own a comprehensive enablement roadmap that directly supports Customer Success and Revenue objectives.
- Establish scalable training frameworks, defined learning paths, and certification programs tailored for:
- Customer Success Managers (CSMs)
- Sales Operations
- Revenue Operations
- Account Managers
- Conduct continuous training needs assessments in collaboration with CS leadership, RevOps, Sales Ops, and Product Marketing Management (PMM).
Curriculum Design and Delivery
- Design role-based and skills-based curricula using proven instructional design models (e.g., ADDIE, blended learning, microlearning).
- Create and deliver high-impact learning experiences, including onboarding, advanced skills training, product adoption modules, and process/tooling deep dives.
- Facilitate live workshops, webinars, and office hours, alongside creating asynchronous training materials.
- Coordinate ongoing knowledge reinforcement through playbooks, scenario-based exercises, and coaching support.
Certification and Validation
- Develop internal certification programs to validate team proficiency in areas such as product knowledge, customer lifecycle management, system usage (CRM, CS platforms), and strategic competencies.
- Define clear certification criteria, assessments, rubrics, and the required re-certification cycles.
- Utilize LMS/LXP platforms to meticulously track learner progress and report on certification completion and performance metrics.
Knowledge Management and Content Creation
- Build, curate, and maintain a robust repository of enablement resources, including:
- Playbooks and Standard Operating Procedures (SOPs)
- Enablement videos and process documentation
- Tool walkthroughs
- Collaborate with Product Marketing and CS Ops to ensure timely delivery of product updates and launch training materials to relevant teams.
Cross-Functional Partnership
- Partner closely with CS Operations and Revenue Operations to ensure training seamlessly integrates with GTM processes, data hygiene standards, forecasting, and customer lifecycle strategies.
- Work with Product, PMM, and Sales Engineering to develop training that accurately reflects product capabilities and competitive market positioning.
- Champion consistency in messaging, methodology, and processes across all customer-facing teams.
Measurement and Optimization
- Establish and track clear KPIs for measuring training effectiveness, including:
- Reduced ramp time and increased productivity
- Tool adoption and certification pass rates
- Impact on customer outcomes (renewals, expansion, NRR, NPS trends)
- Analyze performance data, gather feedback, and continuously optimize enablement programs, providing senior leadership with outcome reports and investment recommendations.
QualificationsRequired Experience & Skills
- 5-8+ years of experience in Customer Success Enablement, Sales Enablement, or Customer Success Operations within a SaaS environment.
- Demonstrated expertise in instructional design, curriculum development, and strategic program management.
- A proven history of successfully designing structured training and certification programs for CS, Sales Ops, and RevOps teams.
- Proficiency in enablement platforms (LMS/LXP such as Lessonly, Docebo, WorkRamp), Content Management Systems (CMS), and collaboration tools.
- Exceptional communication, facilitation, and 'storytelling' skills, with the ability to effectively engage both technical and non-technical audiences.
- Ability to work remotely and consistently cover
EST / PST
time zones.
Preferred Qualifications
- Hands-on experience with CS platforms (e.g., Gainsight, Totango, Catalyst, Planhat) and major CRM systems (Salesforce, HubSpot).
- Familiarity with modern adult learning principles, behavioral learning psychology, and competency-based training models.
- Experience in hybrid enablement delivery (combining live, asynchronous, and tooling-based training).
- Experience supporting multiple Go-to-Market teams simultaneously.
Measures of Success
- A high-performing, structured enablement ecosystem that drives continuous upskilling across CS, RevOps, Sales Ops, and AM teams.
- Demonstrable improvement in key customer outcomes: adoption, retention, expansion, and satisfaction.
- Measurable reduction in new hire ramp time through scalable onboarding programs.
- Internal certifications are established and recognized as the benchmark for readiness across all GTM teams.
- Enablement is perceived as a strategic, data-driven business partner.
