Customer Success Enablement Manager

The Role

Glia is looking for an exceptional CS Enablement Manager, who will be tasked with creating and administering onboarding programs for all of Glia’s post-sale organization as well as designing and delivering ongoing training programs designed to arm CSMs and Launch Managers with the knowledge and skills to drive customer adoption and retention of Glia’s technology.  Given the importance of the role in helping Customer Success Managers and Launch Managers drive customer utilization/adoption of Glia’s technology, the CS Enablement Manager will have direct relationships with Glia’s GTM executive team to help produce and measure performance and outcomes for the post-sale organization.  Note that Glia’s customers have an NPS score of 73, so finding an enablement professional who can not only sustain but also improve that quality of customer experience is paramount for this position. 

The Ideal Candidate:

• Exhibits a tenacity for optimizing and upleveling the performance and execution of the Customer Success organization, and demonstrates a proven track record in measuring those improvements against business objectives and OKRs. 
• Possesses at least 3+ years of experience working within Customer Success organizations directly OR providing enablement support to all roles across Customer Success organizations. 
• Is a master project manager and is known for their immaculate attention to detail and capacity to work cross-functionally at all levels of the business. 
• Understands the importance of clear communication and the value of building strong professional relationships, especially with stakeholders, SMEs, and learners.

Glia has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day. 

If this sounds like a good fit for you, why not say hello?

What you’ll do

• Integrate deep knowledge of post-sales organizations (both Customer Success and Professional Services) and Go-to-Market fundamentals in order to design scalable, effective, and role-based training materials, resources, certifications, and assessments.
• Facilitate effective and engaging training sessions on various competences that are mission critical to the success of individuals and managers on the post-sales side of the business (e.g., running EBRs, administering kick-off/launch meetings, product knowledge, holding commercial conversations about renewals, prepping/executing customer-facing meetings across the customer lifecycle).
• Align quarterly enablement initiatives to high-priority GTM initiatives in order to successfully prepare CSMs and LMs to drive product adoption and customer retention.
• Develop relationships and facilitate effective collaboration with leaders and cross-functional partners at all levels of the GTM organization to define enablement priorities and solutions.
• Collaborate with your enablement colleagues to ensure that emerging and in-flight enablement programs across sales and customer success are working in alignment to enrich the customer journey.
• Create, improve, and administer the onboarding program for Customer Success to ramp new hires in a quick-and-effective manner while empowering new hires to achieve all relevant onboarding KPIs.
• Identify and consistently utilize data to monitor and measure the impact of programs and identify opportunities for future improvement.  
• Design and develop knowledge and performance assessments to ensure learner comprehension and application.  
• Maintain and apply knowledge of emergent enablement trends, technologies, and best practices to help optimize and scale the delivery of the CS enablement function at Glia.

Requirements

• 3+ years of combined experience in either Customer Success or Enablement, with a proven track record of success within those roles.  This includes a demonstrated expertise in applying and teaching customer success fundamentals and best practices.
• Understanding of KPIs and metrics tied to customer success performance and growth.  
• Experience with industry-standard revenue technologies for post-sales teams (e.g., Salesforce) as well as content management systems and learning management systems (e.g., Highspot, Lessonly).
• Experience with transforming leadership vision and expectations into an engaging and interactive learning experience via multiple delivery channels, including virtual instructor-led, online/self-paced learning, video-based training, job aids, and in-person education.  
• Proven ability to design, deliver, and measure effective training programs.
• Excellent communication skills and experience writing, editing, and presenting to multiple levels of an organization.
• Curious, self-disciplined, self-motivated, and accountable.
• Responsive to feedback/coaching with the ability to incorporate that feedback into day-to-day execution.  
• Exceptional project management acumen with an ability to effectively collaborate with leadership and cross-functional teams while managing multiple large projects simultaneously.
• Ability to adapt, thrive, and maintain positivity and composure in a changing, fast-paced SaaS environment.  

Benefits:

• Stock options and Competitive salary
• Professional development support  (trainings, courses, conferences, books, etc)
• Access to all the latest tools and equipment you’ll need 
• Sports compensation, reimbursement for therapy, counseling sessions
• Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
• Diversity: 25 countries represented