Revenue Enablement Manager (CX)

What You’ll Do Here

• Design & Execute Enablement Strategy: Develop and implement a comprehensive enablement strategy to support the customer experience organization in achieving retention, satisfaction, and expansion goals. Conduct in-depth needs assessments to align onboarding, everboarding, and continuous learning programs with CX segment priorities across success, support, and implementation teams.
• Drive Performance Through Insights: Use learning analytics and CX performance data—including time-to-productivity, CSAT, NPS, churn rate, retention, and health score trends—to measure and improve the effectiveness of enablement programs. Leverage Gainsight to surface customer health signals and translate them into targeted coaching interventions for the team.
• Champion AI & Innovation: Partner with Ops and CX leadership to drive initiatives to integrate AI and automation into CX workflows, identifying new tools and methodologies that enhance team productivity, self-serve capabilities, and the overall customer experience. Evaluate emerging tooling to keep Boulevard's CX motion ahead of the curve.
• Create, curate, and maintain impactful enablement content—playbooks, escalation guides, QBR frameworks, training materials, and presentations—that equip CX teams to deliver consistent, high-quality customer interactions and articulate Boulevard's value throughout the customer lifecycle.
• Train & Facilitate: Deliver engaging workshops, webinars, and training sessions leveraging blended learning techniques. Partner with CX managers to coach, reinforce, and sustain core skills including onboarding methodology, renewal motions, objection handling, and customer health management in all success functions from SMB thru Strategic.
• Cross-Functional Leadership: Collaborate closely with senior stakeholders across Product, Marketing, Sales, and CX Leadership to ensure strategic alignment, resolve complex customer escalations diplomatically, and maintain message consistency across post-sale teams. Serve as a bridge between GTM and CX to ensure smooth handoffs and a unified customer experience.
• Operational Excellence: Leverage and manage the CX tech stack to drive efficiency, insight, and consistent adoption across teams. Champion best-in-class use of tools to enable proactive customer management and data-driven decision making.
• Project Management: Lead strategic enablement initiatives from concept to completion by developing project plans, and coordinating internal and external partners to deliver on-time, high-impact outcomes that improve CX team readiness and customer outcomes.
• Performance Monitoring: Analyze CX metrics—including CSAT, NPS, renewal rates, churn, time-to-value, escalation trends, and adoption rates—to identify skill gaps and inform continuous improvement strategies. Use Gainsight health score data to proactively flag at-risk accounts and shape targeted enablement responses.
• Trusted Advisor: Act as a key partner to CX leadership, offering insights and recommendations to optimize customer onboarding, engagement, and retention strategies. Help teams move from reactive to proactive customer management through scalable, data-informed enablement programs.

What You’ll Need To Thrive

• Experience: 4+ years of experience in Customer Success or Customer Experience within a SaaS environment, including at least 1+ year in an Enablement-focused role. Direct CSM experience strongly preferred
• Results-Driven Mindset: Proven success designing and executing enablement programs that drive measurable improvements
• Technical Proficiency: Expertise with core GTM and enablement tools (Salesforce, Gong, Gainsight, Skilljar, WorkRamp, Articulate, Outreach.io, LeanData).
• Project Leadership: Strong organizational and project management skills with the ability to juggle multiple initiatives and manage cross-functional collaboration effectively.
• Data-Driven Enablement: Strong analytical mindset with the ability to translate performance data and telemetry into actionable enablement strategies.
• Communication & Influence: Exceptional communication, facilitation, and executive presence, with a proven ability to influence stakeholders at all levels.
• Growth Orientation: Self-starter who thrives in fast-paced environments, passionate about continuous learning, innovation, and the evolving future of enablement and AI.