Customer Success Enablement Manager

About the Role

The Customer Success Enablement Manager plays a pivotal role in optimizing customer success outcomes. This role will work closely with Customer Success Management and Sales leadership, frontline employees, and cross-functionally with key departments to drive customer retention through the enablement, tools, and resources CSMs need to excel in their roles. This role requires a strong customer-centric mindset, and excellent communication, project management, and collaboration skills. The CSE Manager will drive and/or collaborate on process optimization/efficiency, content development/management/usage, CSM best practices, market research, and competency management, enhancing the team's performance and, ultimately, customer satisfaction and retention.

Ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; and named as one of BuiltIn ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025.

Benefits and Compensation

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15 days PTO to start, increases with tenure and seniority
• Paid parental and adoption leave
• Compensation Range: 
  • CO: $88,123 - $101,831
  • WA: $92,025 - $106,340

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You'll Do

• Develop, implement, and maintain content delivery systems that are organized, searchable, and easily accessible by the CSM teams, and align with business standards.
• Partner with CSM leadership to assess competencies/performance. Identify barriers to achieving goals and implement action plans to improve performance.  Particular focus on improvement of  retention. 
• Develop methods for measuring and driving adoption of new skills, talk tracks, and workflows. 
• Partner with Enablement, Product, and Product Marketing to ensure that new product collateral is positioned properly based on market research and understanding of the buyer journey.
• Ensure competency-focused aspects of new hire onboarding is established, implemented, and assessed.
• Responsible for the development and/or review of all content that supports CSM enablement.
• Ensure product value and objection-handling training, collateral, and standards are aligned across customer-facing teams.
• Be aware of, and comply with, all corporate policies.

What You'll Bring

• 3-5 years delivering results in a SaaS Customer Success Management (CSM), Account Manager (AM), or similar role required.
• 3+ years training delivery/enablement required.
• 1-2 years of project management experience required.
• Must have working knowledge of Google Suite and Outreach.
• Ability to maintain a successful learning environment and drive adoption in a hybrid / multi-office environment.
• Outcome/Driven Focus:
  • Set priorities, meet deadlines, and work independently.
  • Implement strategies that improve customer retention.
  • Operationalizing the proactive CSM engagement model.
  • Ability to create content/resources that resonates with CS teams and drives appropriate results.
• Governance and Change Management:
  • Establish and enforce governance policies for customer success processes and workflows.
  • Lead change management initiatives to smoothly implement new strategies, tools, or processes.
  • Ensure adoption of tools/processes.
• Collaboration/Communication:
  • Must be able to maintain confidentiality. 
  • Must possess excellent written and verbal communication skills. 
  • Strong presentation skills in small and large groups. 
  • Ability to communicate with individuals at all levels of an organization. 
  • Strong one-on-one interpersonal skills. 
  • Ability to work in a team environment and be open to change.
• Project Management:
  • Must be detail-oriented and accurate. 
  • Ability to manage cross-functional work/projects. 
  • Ability to perform a situational analysis to form opinions or solutions.

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. Pushpay uses E-Verify to confirm employment eligibility. Head to our career page to learn more.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact peopleteam@pushpay.com.

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!