Customer Enablement Manager

📋 Description

• • As a Customer Enablement Manager at Adthena, you will be instrumental in shaping the initial and ongoing success of our clients by owning the end-to-end customer onboarding and training experience. Your primary mission is to ensure every customer quickly and consistently achieves their first significant value from Adthena's powerful search intelligence platform. This role is designed to be a strategic leverage point, focusing on building scalable, repeatable enablement programs that significantly reduce the manual effort required from our Customer Success Managers (CSMs). By standardizing, scaling, and systematizing onboarding and training activities, you will empower customers to become confident, self-sufficient users, thereby freeing up CSMs to focus on strategic relationship management and deeper customer engagement.
• • You will collaborate closely with key internal teams, including Customer Success, Customer Experience (CX), Product, CS Operations, and Product Marketing. This cross-functional partnership is crucial for ensuring that customers are onboarded into a clear, well-defined, and opinionated default state. Your efforts will equip them with the necessary knowledge, optimized workflows, and essential assets to achieve their business objectives using Adthena.
• • This is fundamentally a leverage role, not a reactive, one-off delivery role. Success will be measured by the consistency and scalability of your programs, the demonstrable reduction in CSM time spent on onboarding and training, and the overall effectiveness of customer adoption, rather than the number of bespoke sessions delivered.
• • Key Responsibilities:
• • Deliver a World-Class Onboarding Experience: Accelerate customer time to value by designing, structuring, configuring, and delivering a seamless onboarding process. You will partner closely with the CSM, who will remain the primary relationship owner, while you manage the technical and enablement aspects of the onboarding journey.
• • Own the Onboarding Motion End-to-End: Take full ownership of the entire onboarding lifecycle, from initial design and structural planning to account configuration and the delivery of enablement materials.
• • Configure and Set Up Customer Accounts: Utilize best-practice workflows to configure and set up customer accounts in the background, ensuring a smooth technical foundation.
• • Define and Maintain the Default Onboarding Configuration: Establish and maintain a consistent, opinionated account state for all new customers, ensuring a standardized starting point.
• • Provide Onboarding Support to CSMs: Equip CSMs with essential onboarding assets, comprehensive checklists, clear timelines, and detailed configuration outputs to facilitate their customer interactions.
• • Tailor Onboarding Plans: Support CSMs in customizing onboarding plans to align with specific customer goals, while rigorously maintaining a consistent and scalable program structure.
• • Ensure Technical and Workflow Setup Completion: Guarantee that all technical and workflow setups are fully completed prior to any customer-facing sessions.
• • Monitor Onboarding Progress and Mitigate Risks: Proactively monitor customer onboarding progress, identify potential risks early, and collaborate effectively with CSMs to remove any blockers.
• • Maintain Clear Internal Documentation: Keep internal documentation meticulously updated so that CSMs always have a clear understanding of the onboarding status and upcoming steps.
• • Seamless Handoff to Steady-State CS: Ensure that customer accounts are fully onboarded, configured, and trained before transitioning them to steady-state Customer Success ownership.
• • Build and Deliver High-Impact Training: Design and execute impactful training sessions that drive customer adoption and proficiency. This includes creating structured learning content such as guides, videos, and templates.
• • Align Training with Product Positioning: Collaborate with Product Marketing to ensure all training materials and delivery are consistent with Adthena's product positioning and messaging.
• • Provide Refresher and Capability Building Training: Offer ongoing training sessions for existing customers to reinforce knowledge and introduce new capabilities.
• • Simplify Complex Workflows: Translate intricate product workflows into simple, actionable steps that are easy for customers to understand and implement.
• • Design for Self-Service: Develop training materials and programs that encourage customer self-sufficiency and reduce their reliance on direct CSM-led walkthroughs.
• • Develop Scalable Enablement Programs: Create repeatable onboarding templates, scripts, and assets that minimize manual effort and enhance consistency across the customer base.
• • Automate and Streamline Repetitive Tasks: Identify opportunities to automate or streamline recurring tasks, such as onboarding email sequences, checklists, and video tutorials.
• • Maintain a Central Knowledge Base: Curate and maintain a centralized knowledge base filled with easy-to-follow documentation for both internal teams and customers.
• • Introduce Scalable Tools and Playbooks: Partner with CS Operations to implement scalable tools, customer nudges, and effective playbooks to enhance the enablement process.
• • Measure and Improve Program Effectiveness: Track key metrics such as completion rates and adoption metrics to continuously measure and improve the effectiveness of enablement programs.
• • Explicitly Track CSM Time Savings: Quantify and demonstrate a clear reduction in the average onboarding and training time per account for CSMs.
• • Keep Training Relevant and Impactful: Collaborate with Customer Success, Product, and Marketing teams to ensure training content remains current, relevant, and impactful.
• • Stay Ahead of Product Releases: Work closely with the Product team to stay informed about upcoming feature releases and update onboarding and training materials accordingly.
• • Understand Real Customer Workflows: Selectively join customer calls to gain firsthand insights into their real-world workflows and identify pain points.
• • Align Customer Education with GTM Messaging: Ensure that all customer education efforts are aligned with Adthena's go-to-market strategies and messaging.
• • Surface Product Feedback: Act as a conduit for product feedback by identifying and reporting patterns observed during training interactions.
• • Own Enablement Standards and Clarity: Define, document, and champion the standard operating procedures for onboarding and enablement delivery across the Customer Success organization.
• • Enable CSMs Internally: Conduct internal training for CSMs on onboarding expectations, established flows, and effective handoff procedures.
• • Maintain Documentation Lifecycle: Manage the entire lifecycle of enablement content, including updates, version control, and the retirement of outdated materials.
• • Ensure Clear Next Steps: Guarantee that every training interaction concludes with clearly defined next steps and established accountability.