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ManagerFull-timeGoRustAPIAI
Salary Range
$120,000 - $150,000 /year
About the Role
We are seeking a Customer Success Enablement Manager to join our team at UpGuard. This role focuses on developing and implementing enablement programs that optimize the post-sales customer journey and drive customer success outcomes. You will be responsible for creating frameworks, playbooks, and training materials that help our Customer Success and Account Management teams deliver exceptional value to customers.
Key Responsibilities
- →Define execution standards and create lifecycle maps across the full customer journey from onboarding to renewal
- →Build role-based readiness pathways and certification programs for Customer Success Managers and Account Managers
- →Develop adoption frameworks, maturity models, and customer success plans with templates and storytelling frameworks
- →Partner with Sales Leadership to define and enforce clear handoff standards from Sales to Customer Success
- →Create risk frameworks for early identification and mitigation of churn patterns in partnership with Revenue Operations
- →Build renewal playbooks focused on value-based renewal motions and train teams on renewal cycle communications
- →Train teams to interpret usage data, health scores, and customer signals for proactive account health management
- →Own the Executive Business Review program end-to-end including structure, templates, standards, and certification
- →Train teams to deliver executive-ready, outcome-focused business reviews that showcase measurable impact
- →Partner with Product and Product Marketing to translate technical functionality into customer value outcomes
- →Build value-led adoption motions that drive multi-product adoption and breadth of usage
- →Align with Customer Education team to ensure self-serve assets complement rep-led motions
- →Collaborate with Customer Success and Account Management leadership to reinforce lifecycle expectations
Requirements
- ✓5+ years of experience in Customer Success Enablement, Lifecycle Program Management, or direct Customer Success/Account Management Leadership within B2B SaaS environment
- ✓Deep understanding of the post-sales customer journey with expertise in optimizing onboarding, adoption, value realization, and renewal phases
- ✓Proven track record of architecting and deploying scalable frameworks that drive Net Revenue Retention and Gross Revenue Retention
- ✓Strong content creation skills with ability to build high-impact playbooks, templates, and value storytelling assets
- ✓Demonstrated success in building structured enablement programs that result in measurable behavior change
- ✓Data-informed approach to enablement with ability to interpret health scores, churn data, and usage signals
- ✓Skilled facilitator confident in delivering training to diverse post-sales roles and simplifying complex retention strategies
- ✓Ability to influence without authority and effectively partner with Revenue Operations, Product, Sales, and Customer Success Leadership
- ✓Strategic and structured approach with operational rigor to execute complex programs
- ✓Strong commercial awareness understanding how technical adoption translates into business value and renewal security
Benefits
- ★Monthly Lifestyle subsidy for financial, physical, and mental well-being
- ★WFH set-up allowance within first 3 months of employment
- ★$1500 USD annual Learning & Development allowance for career development
- ★6 weeks PTO plus two additional UpGuardian leave days
- ★18 weeks paid Parental Leave irrespective of parenting role
- ★Personal Leave Allowance including sick and carer's leave
- ★Fully remote working environment with no compulsory office attendance
- ★Top-spec laptops provided for all team members
- ★Generative AI subsidy with paid subscriptions for AI tools
- ★Health, dental, and vision insurance
