Customer Success Enablement Manager

Customer Success Enablement Manager

Pigment is looking for a Customer Success Enablement Manager to help our global Customer Success organization deliver more consistent customer outcomes, faster ramp, stronger adoption, and better expansion readiness.

As Pigment scales, Customer Success plays a critical role in revenue protection, customer value realization, adoption, and expansion. This role will help turn our CS strategy into practical enablement programs, tools, workflows, and coaching systems that make CSMs more effective in the moments that matter.

This is a hands-on individual contributor role for someone who can design practical programs, partner closely with CS leaders, and use data and field feedback to continuously improve how our CS teams operate.

Build and run CS enablement programs Design, deliver, and iterate enablement programs for global Customer Success teams, including onboarding, everboarding, product launches, value realization, adoption motions, renewal readiness, expansion identification, executive business reviews, and champion development. Create simple, repeatable frameworks that help CSMs know what great looks like across key customer moments: handoff, onboarding transition, adoption planning, value reviews, risk management, renewal preparation, and expansion discovery. Translate company priorities, product changes, AI launches, and customer strategy into clear enablement experiences for CSMs. Partner with CS leadership Work closely with global and regional CS leaders to identify performance gaps, prioritize enablement needs, and build practical programs that reinforce the CS operating model. Support managers with coaching guides, team meeting content, certification moments, and reinforcement plans so enablement does not stop after a live session. Bring a manager-first mindset, helping CS leaders become active reinforcement partners rather than passive recipients of enablement. Create content, tools, and practice moments Develop enablement assets such as playbooks, talk tracks, customer meeting guides, value narrative materials, discovery prompts, EBR templates, account planning aids, and product adoption guides. Use Gong to identify examples of strong customer conversations, coaching opportunities, and common gaps in CS execution. Use LetterAI to help CSMs improve written customer communication, follow-up quality, value narratives, and executive-ready messaging. Use Salesforce to connect enablement priorities to customer lifecycle data, adoption signals, renewal and expansion workflows, and field execution. Drive measurement and continuous improvement Measure the effectiveness of CS enablement through a mix of adoption, completion, manager feedback, business indicators, and observed behavior change. Track whether programs are improving CSM ramp, customer meeting quality, adoption execution, expansion readiness, and renewal preparation. Gather feedback from CS leaders, CSMs, RevOps, Product, and Customer Education to improve programs over time.

What success looks like In the first 6 to 12 months, this person will have: Created a global CS enablement roadmap aligned to CS leadership priorities. Launched or improved CS onboarding and everboarding. Built repeatable enablement around value realization, adoption, renewal readiness, and expansion signals. Established strong working relationships with CS leadership and key cross-functional partners. Used Salesforce, LetterAI, and Gong to make enablement more data-driven and more embedded in the daily workflow. Created a measurement model that goes beyond attendance and CSAT.

What We Are Looking For

• 3 to 6+ years of experience in customer success enablement, revenue enablement, customer success, customer education, sales enablement, or a related GTM role.
• Strong understanding of SaaS Customer Success motions, including onboarding, adoption, renewals, expansion, customer health, business reviews, and executive stakeholder engagement.
• Experience designing and delivering enablement programs for customer-facing teams.
• Strong facilitation, communication, and content-building skills.
• Comfort working globally across time zones, regions, and stakeholder groups.
• Ability to turn ambiguous business problems into practical enablement programs.
• Experience using systems like Salesforce, Gong, and AI-enabled writing or coaching tools such as LetterAI.
• Strong program management instincts: clear goals, timelines, stakeholder alignment, execution discipline, and follow-through.

Nice To Have

• Experience in enterprise SaaS, planning, BI, FP&A, RevOps, or complex B2B software.
• Experience enabling CSMs on value selling, business outcomes, executive engagement, or expansion motions.
• Experience building certifications, role-based learning paths, or manager reinforcement programs.
• Experience partnering with Product Marketing, Product, Customer Education, RevOps, or Professional Services.