CX Enablement Manager

As a CX Enablement Manager at our company, your role will be crucial in empowering our CX teams to drive customer outcomes at scale in a fast-growing SaaS landscape. You will be responsible for architecting enablement programs, integrating AI into CS workflows, and ensuring cross-functional alignment to keep our teams skilled, informed, and future-ready. **Key Responsibilities:** - Develop and execute scalable onboarding, training, and upskilling programs for Onboarding, CSMs, Support, and Training teams. - Drive AI-first enablement initiatives by identifying opportunities to integrate AI tools in daily CS work such as ticket intelligence, nudges, auto-QBRs, and knowledge bots. - Build and manage a robust knowledge infrastructure including internal wikis, playbooks, SOPs, and CS toolkits. - Collaborate with Product, Sales, and Marketing to deliver timely product updates, value messaging, and GTM readiness to CS teams. - Measure enablement impact through defined KPIs such as onboarding ramp time, productivity per CSM, NPS correlation, CSAT improvement, and tool adoption. - Maintain and enhance Learning Management Systems (LMS), onboarding portals, and self-paced learning modules. - Standardize and drive adoption of CS tools like Gainsight, Salesforce, ChurnZero, and improve data quality & hygiene practices. - Partner with CS Leadership to assess skill gaps and build competency-based learning paths and certification programs. **Qualifications:** - 4-8 years of experience in CX, Enablement, Revenue Ops, or L&D for tech/SaaS teams. - Proven ability to build and scale enablement programs that drive performance and customer value. - Experience with CX platforms such as Gainsight, Totango, LMS tools like TalentLMS, Lessonly, and enablement platforms like Guru, Highspot. - Strong content development, curriculum design, and storytelling skills. - Excellent collaboration and stakeholder management capabilities across cross-functional teams. - Familiarity with AI-driven tooling and automations used in CS such as ticket classifiers, AI-summarizers, sentiment analysis. **Preferred Skills:** - Background in Instructional Design or Learning & Development. - Experience building or managing AI-led enablement workflows like chatbots, knowledge assistants, and product coaching tools. - Certification in enablement methodologies such as ATD, CSM, Pragmatic Institute. - Understanding of key CS metrics like NRR, churn, adoption, expansion, and how enablement directly impacts them. - Passion for tech adoption, behavioral change, and performance coaching.,