Customer Success Enablement Delivery - Senior Manager

Core Responsibilities

• 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.
• 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.
• 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, redesign playbooks for underperforming segments, and run targeted training sprints to get teams back on track.
• 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

• Have a broad span of influence across the business.
• Shape the Sales & retention behavior of senior professionals, including GCS Directors, Associate Directors, SAMs, and CSMs.
• Set high standards for our enablement programs and confidently manage pushback from regional leaders to ensure our strategies actually deliver the expected financial results.

Qualifications

• 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.
• 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, ValueSelling, 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.

Pay

• The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is: $98,500.00 - $188,000.00.
• The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $108,000.00 - $188,000.00.