The Customer Excellence group is the operational backbone of the Customer Organization at our company. Our mission is to build the strategies, tools, and processes that allow us to deliver and scale world-class customer experiences. We are looking for a Customer Enablement Team Lead to own the execution of these programs and drive high-performance standards across our global teams.
This is a high-impact, player-coach role. You will lead a small team of specialists while remaining a hands-on contributor, directly owning the enablement framework for our Customer Office functions (including Customer Success and Ops teams).
You will bridge the gap between Product, GTM, CS, and Delivery, ensuring our teams dont just have the tools, but have mastered the skills & routines that drive customer value.
What Youll Do:
Strategy & Gap Analysis: Develop and implement a global enablement strategy that aligns with the Customer Organization roadmap and growth targets.
You will partner with CS and Ops leaders to conduct deep-dive needs analyses, identify skill gaps, and prioritize the delivery of customer-facing skills, process optimization, and product knowledge.
Team Leadership & Operational Excellence: Lead, mentor, and coach a team of Individual Contributors (ICs) while defining the "gold standard" for execution. You will be responsible for building and scaling best-in-class methodologies and internal frameworks that ensure consistent, high-quality output across all enablement workstreams.
Process Design & Optimization: Continuously review and optimize operational workflows to improve efficiency, from defining internal protocols with our Technical Produce team to redesigning CS engagement frameworks and CRM hygiene.
Enablement Delivery: Develop a wide range of materials, including playbooks, training kits, demo flows, technical guides, and certifications for internal and external audiences.
Operational Monitoring (PMO): Establish quality control routines and reporting mechanisms to track enablement ROI, skill gaps, and process utilization across the group.
Cross-Functional Alignment: Act as a strategic bridge across GTM, Product, CS, and Delivery teams. Partner closely with RevOps & Data Teams to synchronize enablement efforts with system updates and maintain a consistent approach to the customer experience.
Feature & Pilot Facilitation: Partner with Product & Technical Product to ensure the smooth rollout of new features, ensuring adoption runs smoothly and feedback is effectively synthesized.
Voice of the Customer (VoC): Build and maintain structured feedback loops that bring the Voice of the Customer into every corner of the organization-Product, R&D, and leadership, to prioritize customer-led feature development.
Requirements: 5+ years of experience in hands on GTM/Post-Sales Enablement, L&D (Learning & Development), or a closely related role.
Leadership Experience: Proven track record of managing individuals or leading significant cross-functional workstreams; ability to mentor and drive performance within a team.
A "Player-Coach" Mentality: Highly self-directed and comfortable operating as both a strategic leader and a hands-on contributor.
VoC Experience: Proven ability to build feedback loops that translate customer needs into actionable product or process improvements.
Creative Thinker: A great creative thinker (writing training plans, instructional text, audio, video), a productivity wizard with the skills and ability to run a training program end to end - from design to execution, measurement, and iteration.
Technical Proficiency: Proficiency in project management tools (e.g., Jira) and CS systems (e.g., Salesforce, Gainsight), Enablement platforms (e.g., Rise, Guru), to track process adherence and ROI.
System Agility: Strong ability to learn complex systems and processes quickly; you enjoy creating structure out of ambiguity.
This position is open to all candidates.