Customer Success Enablement Program Manager

$109,500 - $150,550/Yr

Renaissance - Wilmington, DE

Full-time - Mid Level

Wilmington, DE

Administrative and Support Services

About the position

As a Customer Success Enablement Program Manager at Renaissance, you will play a pivotal role in enhancing the effectiveness of our Customer Success (CS) organization. Your primary responsibility will be to provide the CS team with the necessary learning, content, and resources to maximize their growth and success. This position requires a collaborative approach, working closely with CS Leadership, Revenue Operations, Product Marketing, and the broader Revenue Enablement and Go-To-Market teams. You will lead the design and implementation of strategic enablement programs that align with our business goals and drive the success of our customer success initiatives. In this role, you will support the development and delivery of a comprehensive portfolio of CS enablement programs. You will partner with leadership and key cross-functional partners to identify business needs and proactively design appropriate learning programs. This includes everything from ideation and organization to launch, iteration, and measuring impact. You will facilitate learning and readiness programming to ensure the customer success team is equipped to perform at their best. Additionally, you will develop a systematic approach for prioritizing, organizing, and deploying customer success enablement content. Your role will also involve providing consultative and organizational support for the development of standard operating procedures, ensuring that the CS team has the tools and resources they need to succeed.

Responsibilities

• Support the development and delivery of the portfolio of Customer Success enablement programs.
• Partner with leadership and key cross-functional partners to uncover business needs and design appropriate learning programs.
• Facilitate learning and readiness programming to maximize the effectiveness and performance of the customer success team.
• Develop a systematic approach for prioritizing, organizing, and deploying customer success enablement content.
• Provide consultative and organizational support for the development of standard operating procedures.

Requirements

• 4+ years of experience in customer success enablement, program management, or learning and development in a high-performance revenue SaaS organization.
• Experience as a Customer Success Manager is highly preferred, with additional experience in education or edtech SaaS roles being a bonus.
• Strong program management skills with experience in driving multiple projects from ideation through execution and evaluation phases.
• Experience in designing and delivering large complex training programs using various adult learning modalities.
• Skills in stakeholder management to ensure transparency and effective delivery of expected outcomes.
• Experience with revenue enablement tools optimization, preferably Highspot, Outreach, and Gainsight.
• Knowledge of the customer journey and customer success frameworks for supporting customers from onboarding through renewal.
• High degree of business acumen and understanding of sales and customer cycles.
• Demonstrates strong executive presence and effective communication skills with stakeholders at all levels.
• A strategic and growth mindset committed to driving employee success and organizational excellence.
• Highly collaborative with the ability to lead cross-functional project teams.
• Experience with modern eLearning tools (Articulate Rise, Camtasia), web-based meeting tools (Teams), CRM and sales systems (Salesforce), and knowledge management tools (SharePoint, Highspot).

Nice-to-haves

• Knowledge and experience with implementing Renaissance solutions is highly valuable and preferred.

Benefits

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12 Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs