The Customer Success & Engagement team sits within Customer Growth and is responsible for driving expansion, retention, and long-term value across our companys top customers.
We are looking for an Operations & Enablement Manager to operationalize and embed our growth and engagement motions across our GTM teams, including X-sell and upsell, pricing, and contracting initiatives.
This role is highly hands-on and execution-oriented: building playbooks, defining processes, supporting tool implementation, and working closely with CSMs and Team Leads to turn strategy into day-to-day practices.
This is an ideal role for someone who thrives at the intersection of process, enablement, systems, and people, and enjoys making complex motions simple, scalable, and actionable.
What youll do
Design clear and actionable operational playbooks that support customer growth motions across the full customer lifecycle (e.g., X-sell, customer handovers, contracts, and pricing packages), covering pre-engagement, execution, and post-engagement follow-up.
Define and operationalize funnel tracking within Salesforce and other systems, including clear rules for opportunity creation and updates, stage progression, required documentation, and handoffs.
Help translate the customer growth strategy into concrete workflows and best practices that can be easily adopted by CSMs in their day-to-day work.
Support the design and rollout of new best-in-industry growth motions (e.g., CTAs, persona-based workflows).
Support the CS teams shift to a more commercial-focused operating model, ensuring CSMs have the tools, playbooks, data, and other support needed to adopt new ways of working.
Partner with CSMs and Team Leads to embed operational playbooks into existing CS routines through hands-on collaboration, feedback loops, and iteration.
Identify execution gaps and continuously optimize processes to improve effectiveness.
Define and maintain high standards of data quality across CS processes, monitor data health, identify gaps, and partner with relevant teams to improve documentation and reporting.
We are looking for an Operations & Enablement Manager to operationalize and embed our growth and engagement motions across our GTM teams, including X-sell and upsell, pricing, and contracting initiatives.
This role is highly hands-on and execution-oriented: building playbooks, defining processes, supporting tool implementation, and working closely with CSMs and Team Leads to turn strategy into day-to-day practices.
This is an ideal role for someone who thrives at the intersection of process, enablement, systems, and people, and enjoys making complex motions simple, scalable, and actionable.
What youll do
Design clear and actionable operational playbooks that support customer growth motions across the full customer lifecycle (e.g., X-sell, customer handovers, contracts, and pricing packages), covering pre-engagement, execution, and post-engagement follow-up.
Define and operationalize funnel tracking within Salesforce and other systems, including clear rules for opportunity creation and updates, stage progression, required documentation, and handoffs.
Help translate the customer growth strategy into concrete workflows and best practices that can be easily adopted by CSMs in their day-to-day work.
Support the design and rollout of new best-in-industry growth motions (e.g., CTAs, persona-based workflows).
Support the CS teams shift to a more commercial-focused operating model, ensuring CSMs have the tools, playbooks, data, and other support needed to adopt new ways of working.
Partner with CSMs and Team Leads to embed operational playbooks into existing CS routines through hands-on collaboration, feedback loops, and iteration.
Identify execution gaps and continuously optimize processes to improve effectiveness.
Define and maintain high standards of data quality across CS processes, monitor data health, identify gaps, and partner with relevant teams to improve documentation and reporting.
Requirements:
+5 years of experience in revenue operations, enablement, project management, or similar roles
Strong understanding of Customer Success/Sales processes and how teams operate day to day
Hands-on experience working with CRM systems (SF strongly preferred)
Highly organized with strong process-building and project management skills
Comfortable driving change and influencing cross-functional partners
Strong communication skills and ability to work cross-functionally with CSMs, Team Leads, and central teams
Execution-oriented mindset: you enjoy turning ideas into reality and making them stick
Nice to have
Experience in fintech, payments, or SaaS
Exposure to X-sell or other expansion motions
Familiarity with enablement, automation, or AI-driven tools.
+5 years of experience in revenue operations, enablement, project management, or similar roles
Strong understanding of Customer Success/Sales processes and how teams operate day to day
Hands-on experience working with CRM systems (SF strongly preferred)
Highly organized with strong process-building and project management skills
Comfortable driving change and influencing cross-functional partners
Strong communication skills and ability to work cross-functionally with CSMs, Team Leads, and central teams
Execution-oriented mindset: you enjoy turning ideas into reality and making them stick
Nice to have
Experience in fintech, payments, or SaaS
Exposure to X-sell or other expansion motions
Familiarity with enablement, automation, or AI-driven tools.
This position is open to all candidates.
