Customer Success Enablement Manager

1 week ago

Toronto, Canada Vena Solutions Full time

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely. _#LI-Remote_

**About the role**:
**What you will do**:

- Perform ongoing gap analysis of the customer experience in partnership with the CS Leadership to inform the Customer Success Enablement plan.
- Partner with the Director, Training and Enablement to deliver on the production and content roadmap, ensuring relevant content is prioritized, designed and developed to the specific needs and goals of Vena's Customer Success team.
- Own the Enablement of the Customer Engagement Model.
- Execute an exceptional Customer Success onboarding experience via value-added content and courseware, in partnership with the Senior Manager, Enablement Programs.
- Partner with the Senior Enablement Manager, Partners & Product to build intake processes for content and enablement requests, aligning these against company priorities, sharing feedback internally and acting as the voice of the Customer Success team.
- Facilitate and deliver training for CS to ensure consistent adoption of the chosen methodology; in partnership with CS Management.
- Manage the rollout of both new and updated product initiatives, partnering with the Senior Manager, Partners & Product, to drive alignment between Product and CS leadership teams.
- Establish role-based competencies for Customer Success Managers; designing and delivering programs to support the team's skill set improvement.
- Partner with the Technology Effectiveness Manager in the rollout of new Customer Success technologies.
- Partner with the Senior Lifecycle Marketing Manager, to support marketing-led initiatives in Customer Success, driving event awareness and adoption of the account tiering mode to support customer expansion targets and advocacy programs.

**Does this sound like you?**:

- 3+ yrs. of experience in Enablement, Training within a SaaS organization or any combination of Partner, Professional Services, Product Management or Customer success experience to support enablement efforts
- Understanding of Financial knowledge will be an asset
- Understanding of how Customer Success methodologies works within a SaaS organization would be an asset
- Ability to learn product and understand the intricacies of its working would be an asset
- Strong sense of responsibility and initiative
- A highly motivated self starter who likes tackling challenges and achieving results
- Excels at working cross-functionally with strong stakeholders management
- Sense of accountability towards helping others learn and succeed
- Excellent Communication skills - Written and Verbal
- Comfortable with ambiguity and fast changing environment

**Not checking every box?**

**Why choose Vena?**
- **Total Rewards**: Grow with Vena and celebrate its success with our Employee Stock Option Program (ESOP). We look ahead and invest in your future with our Retirement Savings Matching Program. We also provide comprehensive health benefits through our employer group plan effective from day one.
- **Unique Culture**: Join us in our ongoing commitment to build a diverse and inclusive workplace. Every voice, action and idea matters at Vena.
- **Career Growth**:We invest in your job training, professional development and continuing education and offer an Education Subsidy. Pursue your interests and chart your growth towards a new position on your current team or a new one. **Vena had 180+ employee promotions and internal moves to new roles in 2021**:

- **Executive Leadership**: Be inspired by our executive leadership as they lead and motivate our team.
- **Read what employees say about working at Vena**
- Glassdoor
- Comparably
- Indeed

Vena celebrates the differences that make us all unique and strives to make our workplace accessible however we can.

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