Global CSM Enablement Program Manager

About BrightEdge

BrightEdge is a global leader in enterprise SaaS, serving 1,500+ customers including 57% of the Fortune 100. Brands like Microsoft, 3M, Nike, and IBM rely on BrightEdge to drive measurable business results. With $120M in revenue and 500+ employees across global offices, our Customer Success team of 60+ professionals is critical to our continued growth.

About the Role

The Global CSM Enablement Program Manager will design and deliver targeted enablement programs that elevate BrightEdge's global Customer Success Manager (CSM) team. This role focuses on building scalable training programs, coaching frameworks, and enablement resources to strengthen execution across customer adoption, retention, and expansion.

You'll partner closely with Customer Success Leadership, Sales, Product Marketing, and Operations to ensure every CSM has the tools, skills, and confidence to deliver value to customers while driving growth and retention outcomes.

Key Responsibilities

Program Design & Delivery

• Design and deliver comprehensive onboarding programs for new CSMs, reducing ramp time while improving effectiveness
• Develop and facilitate ongoing skill-development sessions focused on the customer lifecycleonboarding, adoption, value realization, renewal, and expansion
• Create enablement curriculum for global CSM teams supporting Mid-Market and Enterprise segments across multiple regions

Coaching & Performance Development

• Provide 1:1 and small-group coaching to strengthen performance in relationship management, success planning, customer advocacy, and expansion strategy
• Lead call reviews and coaching sessions using tools like Gong to enhance effectiveness in customer conversations, quarterly business reviews, renewal discussions, and upsell motions
• Partner with CSM leadership to identify skill gaps and create targeted development interventions

Content & Resources

• Build and maintain enablement content library including talk tracks, success plan templates, QBR frameworks, playbooks, and best practice guides tailored to CSM roles
• Develop certification programs and refresher content to keep CSMs current on product updates and best practices
• Create objection handling guides and competitive positioning resources for customer conversations

Process & Adoption

• Drive adoption of CSM playbooks, customer health scoring methodologies, and standardized engagement processes across regions
• Partner cross-functionally with Customer Success Operations, RevOps, Product Marketing, and Sales to align enablement initiatives with business priorities and product launches
• Ensure consistent, scalable customer engagement practices across the global team

Metrics & Continuous Improvement

• Analyze performance metrics (renewal rate, NRR, expansion pipeline, customer health scores, adoption trends) to identify enablement needs and measure program impact
• Establish enablement success metrics including training completion rates, time-to-productivity, and correlation between enablement participation and business outcomes
• Conduct regular effectiveness reviews with leadership and iterate programs based on data and feedback

Experience

• 4+ years of experience in Sales Enablement, Revenue Enablement, or Customer Success Enablement

  in a high-volume B2B SaaS environment (managing enablement for teams of 30+ reps/CSMs)
• Proven track record of designing and scaling enablement programs that drive measurable improvements in team performance and business outcomes
• Experience building onboarding programs, certification frameworks, and ongoing learning curricula from the ground up
• Background in post-sales customer-facing roles (CSM, Account Manager) is a strong plus but not required

Skills & Knowledge

• Deep understanding of Customer Success methodologies, the post-sales customer lifecycle, and SaaS business models
• Expert-level facilitation skills with proven ability to deliver engaging virtual and in-person training that drives behavior change
• Strong instructional design capabilities with experience creating scalable enablement content and resources
• Experience with enablement frameworks and methodologies (Value Selling, MEDDIC, Command of the Message, or similar)
• Ability to coach and develop professionals at various skill levels, from new hires to senior team members

Technical Proficiency

• Data-driven mindset with proficiency in analyzing enablement effectiveness and business impact
• Experience with enablement and sales productivity tools: Salesforce, Gainsight (or similar CS platforms), Gong, Tableau/Looker, Google Workspace
• Familiarity with learning management systems (LMS) and content creation tools (Articulate, Loom, or similar)
• Ability to quickly learn complex technical products and translate features into customer value narratives

Competencies

• Exceptional communication, presentation, and facilitation skills with ability to engage diverse audiences
• Strong project management capabilities with ability to manage multiple enablement initiatives simultaneously
• Collaborative mindset with experience partnering across Sales, Customer Success, Product, Marketing, and Operations teams
• Self-starter with entrepreneurial drivecomfortable building programs in fast-paced, high-growth environments

• Flexibility to work in EST/PST time zones (evenings/nights in India) to align with US-based teams, leadership meetings, and live training sessions

• Excellent asynchronous communication skills for collaborating across time zones