Excelling as a Customer Success Enablement Manager: Key Skills and Responsibilities
Customer Success Enablement is a fundamental role focused on providing the training, resources, and support that customer success teams need to deliver exceptional service.
Understanding the key responsibilities and skills to develop can help set you up for success in this position.
Understanding the Role of Customer Success Enablement
Your core responsibilities as a Customer Success Enablement Manager will likely include:
Designing and maintaining onboarding programs for customer success staff
Developing product training and professional development plans
Coaching/mentoring initiatives for new hires
Identifying operational inefficiencies and process improvements
Collaborating with stakeholders to define enablement needs
And bonus if you come from a customer success background.
In this case, you already understand the pain points of your audience and can advocate for the resources they truly need.
Key Skills to Develop as an Enablement Manager
To excel in this role, focus on honing the following skills:
Communication and Relationship Building
You'll need to effectively communicate with business stakeholders to understand their needs and build a network of subject matter experts.
Project Management
Much of your work will be project-based rather than client-facing.
So get organized in tracking deliverables and milestones.
Strategic Thinking
Don't just be an order-taker.
Think strategically about what knowledge and skills your audiences need, and why.
Continuous Learning
Customer success is an evolving field, so stay on top of new trends, tools, and best practices through professional communities like the Customer Success Collective and Enablement Squad.
Getting Started and Avoiding Imposter Syndrome
If you’re completely new to this position, take time to understand existing processes, talk to top performers, and identify areas for improvement.
Manage any imposter feelings by reminding yourself that you were hired because you are qualified.
The specific responsibilities will depend on the company size and industry, but common enablement projects include creating educational content like webinars, email campaigns, case studies, and video training.
With the right skills and mindset, you can help your customer success teams and level up the entire customer experience in your new role as a Customer Success Enablement Manager.
I hope that helps.
Hakan.