Customer Success Enablement Manager, Pigment

• This is a hands-on individual contributor role for someone who can design practical programs, partner closely with CS leaders, and use data and field feedback to continuously improve how our CS teams operate
• 3 to 6+ years of experience in customer success enablement, revenue enablement, customer success, customer education, sales enablement, or a related GTM role
• Strong understanding of SaaS Customer Success motions, including onboarding, adoption, renewals, expansion, customer health, business reviews, and executive stakeholder engagement
• Experience designing and delivering enablement programs for customer-facing teams
• Strong facilitation, communication, and content-building skills
• Comfort working globally across time zones, regions, and stakeholder groups
• Ability to turn ambiguous business problems into practical enablement programs
• Experience using systems like Salesforce, Gong, and AI-enabled writing or coaching tools such as LetterAI
• Strong program management instincts: clear goals, timelines, stakeholder alignment, execution discipline, and follow-through

Desirable

• Pigment is looking for a Customer Success Enablement Manager to help our global Customer Success organization deliver more consistent customer outcomes, faster ramp, stronger adoption, and better expansion readiness
• As Pigment scales, Customer Success plays a critical role in revenue protection, customer value realization, adoption, and expansion
• This role will help turn our CS strategy into practical enablement programs, tools, workflows, and coaching systems that make CSMs more effective in the moments that matter
• Design, deliver, and iterate enablement programs for global Customer Success teams, including onboarding, everboarding, product launches, value realization, adoption motions, renewal readiness, expansion identification, executive business reviews, and champion development
• Create simple, repeatable frameworks that help CSMs know what great looks like across key customer moments: handoff, onboarding transition, adoption planning, value reviews, risk management, renewal preparation, and expansion discovery
• Translate company priorities, product changes, AI launches, and customer strategy into clear enablement experiences for CSMs
• Work closely with global and regional CS leaders to identify performance gaps, prioritize enablement needs, and build practical programs that reinforce the CS operating model
• Support managers with coaching guides, team meeting content, certification moments, and reinforcement plans so enablement does not stop after a live session
• Bring a manager-first mindset, helping CS leaders become active reinforcement partners rather than passive recipients of enablement
• Develop enablement assets such as playbooks, talk tracks, customer meeting guides, value narrative materials, discovery prompts, EBR templates, account planning aids, and product adoption guides
• Use Gong to identify examples of strong customer conversations, coaching opportunities, and common gaps in CS execution
• Use LetterAI to help CSMs improve written customer communication, follow-up quality, value narratives, and executive-ready messaging
• Use Salesforce to connect enablement priorities to customer lifecycle data, adoption signals, renewal and expansion workflows, and field execution
• Measure the effectiveness of CS enablement through a mix of adoption, completion, manager feedback, business indicators, and observed behavior change
• Track whether programs are improving CSM ramp, customer meeting quality, adoption execution, expansion readiness, and renewal preparation
• Gather feedback from CS leaders, CSMs, RevOps, Product, and Customer Education to improve programs over time
• What success looks like:
• In the first 6 to 12 months, this person will have:
• Created a global CS enablement roadmap aligned to CS leadership priorities
• Launched or improved CS onboarding and everboarding
• Built repeatable enablement around value realization, adoption, renewal readiness, and expansion signals
• Established strong working relationships with CS leadership and key cross-functional partners
• Used Salesforce, LetterAI, and Gong to make enablement more data-driven and more embedded in the daily workflow
• Created a measurement model that goes beyond attendance and CSAT