Customer Success Enablement Program Manager

$109,500 - $150,550/Yr

Renaissance - Charleston, WV

Full-time - Mid Level

Charleston, WV

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 necessary learning, content, and resources that will empower our team to maximize growth and achieve success. You will collaborate closely with CS Leadership, Revenue Operations, Product Marketing, and the broader Revenue Enablement and Go-To-Market team to design and implement strategic enablement programs that align with our business goals. This role is essential in ensuring that our Customer Success team is equipped with the right tools and knowledge to foster positive customer experiences and drive student growth through our educational technology solutions. In this position, 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 overseeing the entire process from ideation and organization through to launch, iteration, and measuring impact. You will also facilitate learning and readiness programming to enhance the performance of the customer success team, ensuring they are well-prepared to meet the needs of our clients. Additionally, you will develop a systematic approach for prioritizing, organizing, and deploying customer success enablement content. Your role will involve providing consultative and organizational support for the development of standard operating procedures, ensuring that our processes are efficient and effective. Your insights and expertise will be crucial in driving the success of our Customer Success initiatives, ultimately contributing to the overall mission of Renaissance to create energizing learning experiences in the classroom.

Responsibilities

• Support the development and delivery of our portfolio of CS 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 and engaging training content using various adult learning modalities.
• Skills in stakeholder management to ensure transparency and effective delivery of expected outcomes.
• Experience with revenue enablement tools optimization; Highspot, Outreach, and Gainsight preferred.
• 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 system tools (Salesforce, Outreach), 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