Customer Success Enablement Delivery Senior Manager - BPO

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Job Description

As the Customer Success Enablement Delivery, Senior Manager, you will be the lead enablement strategist for the Global Customer Success (GCS) organization at Verizon Connect, working in the US but directly supporting our BPO partners in Manila.

This is not a traditional training delivery role; it is a highly strategic position focused directly on revenue retention and account expansion. Our Strategic Account Managers (SAMs) and Customer Success Managers (CSMs) drive our Net Revenue Retention (NRR). To support them, we need a leader who deeply understands commercial strategy and has the professional presence to influence senior teams, align with the cultural insight and business acumen to support our partnership with our BPO vendor. You will design, build, and run the playbooks our revenue teams use to manage enterprise relationships, prevent churn, and confidently cross-sell within our existing customer base.

Core Responsibilities

Commercial Enablement & Expansion Strategy (35%)

• Build the complete enablement strategy for SAMs and CSMs, focusing on relationship management, account retention, and account expansion.
• Partner with Product Marketing and GCS Leadership to turn product updates into clear, compelling sales messaging for our current customers.
• Create competitive defense strategies and value-selling playbooks, including building ROI calculators and running hands-on objection-handling workshops..
  

Go-To-Market (GTM) & Launch Readiness (25%)

• Act as the readiness leader for the GCS team during major product launches and pricing changes.
• Design structured training and certification programs so the team is fully prepared to sell new features and handle competitor pushback.
• Enforce "Certification Before Quoting" standards to ensure our teams truly understand new pricing models and products before pitching them to customers.

Performance Analytics & Skill Development (25%)

• Build clear skill frameworks for the GCS organization to identify gaps in negotiation, account planning, and Executive Business Reviews (EBRs).
• Use tools like Salesforce and Gainsight to track how enablement programs impact quota attainment, churn reduction, and account growth..
• Audit current sales and retention approaches, redeign playbooks for underperforming segments, and run targeted training sprints to get teams back on track.

Cross-Functional Influence & Feedback (15%)

• Act as the voice of the GCS organization, sharing frontline feedback with Product and Sales teams.
• Translate competitive intelligence and win/loss data into practical, everyday sales strategies.
• Help shape future product roadmaps based on what our SAMs are hearing directly from the field.

Strategic Impact & Authority

• You will have a broad span of influence across the business. Your goal is to actively shape the Sales & retention behavior of senior professionals, including GCS Directors, Associate Directors, SAMs, and CSMs. You will work independently to set high standards for our enablement programs and confidently manage pushback from regional leaders to ensure our strategies actually deliver the expected financial results.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training..
• Commercial Expertise: Strong understanding of B2B SaaS and hardware pricing models, Lifetime Value (LTV), and Net Revenue Retention (NRR) strategies..
• Leadership Presence: The ability to confidently advise, influence, and drive behavioral change among senior Customer Success professionals and executive leadership..
• Enablement Strategy: Experience building value-selling methodologies, certification programs, and account management frameworks..
• Data-Driven Focus: Skilled in using CRM and Customer Success tools (like Salesforce and Gainsight) to turn data into effective training strategies and track return on investment..
• Agile Problem Solving: Proven ability to look at a drop in retention, identify the commercial gaps causing it, and quickly launch an enablement program to fix the issue.
• BPO experience with partners in Manila or the Phillipines.

Even better if you have one or more of the following:

• Direct Quota-Carrying Experience: Previous experience working as an Enterprise Customer Success Manager, Strategic Account Manager, or Account Executive in B2B SaaS.
• Sales/CS Methodology Certifications: Formal certification or deep experience rolling out recognized revenue frameworks (e.g., Challenger Sale, MEDDPICC, Value Selling, Power Messaging).
• Advanced Enablement Tech Stack Knowledge: Experience using conversational intelligence and revenue enablement platforms (e.g., Gong, Chorus, Highspot, Seismic) to track behavior and deliver training.
• Industry Expertise: Background in Telematics, IoT (Internet of Things), or Fleet Management software.
• Advanced Education: A Master’s degree, MBA, or specialized certifications in Adult Learning Theory, Instructional Design, or Change Management.

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity 

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $115,000.00 - $200,000.00.