Customer Success Enablement Manager (Hybrid)

First of all - Thank You!

This probably isn’t the first job description you’ve read today. Maybe this is one of over 100 you reviewed this week. So, before we go any further, we want to stop and say thank you for considering this role. We know you have options and we’d like you to consider adding us to that list.

About Leadr:

At Leadr, we’re on a mission to rid the world of bad management, by empowering middle managers to become exceptional leaders who transform the culture and outcomes of their teams.

Today, too many companies leave managers to fend for themselves, resulting in a 60% failure rate within their first two years for first-time leaders. The rapid growth of AI is worsening this problem, as the purview of the modern manager expands. While many organizations respond to these challenges with internal training programs, these are frequently relegated to already overwhelmed HR leaders, who are taught to prioritize compliance and administration rather than genuinely improving team clarity, cohesion, and performance.

We see middle managers differently: they are the heartbeat of company culture and the driving force behind team results. At Leadr, we build AI-powered software tools that improve quality of life for those managers, while coaching them toward better leadership and outcomes – paired with hands-on training for these leaders to teach them the most critical skills overlooked by companies.

When you join Leadr, you’re committing to help us tackle this important and rewarding challenge: transforming how people lead.

About this position:

The Customer Success Enablement Manager will be responsible for enabling and equipping Leadr’s Customer Success Managers (CSMs) and Academy Coaches with the skills, tools, and processes they need to deliver consistent, high-value customer experiences. This includes designing onboarding programs, creating lifecycle playbooks, driving tool adoption, and orchestrating the customer journey so every touchpoint builds toward adoption, renewal, and expansion.

You’ll partner with CS leadership, Product, Academy, Marketing, and Sales to ensure post-sale teams are fully prepared to deliver customer outcomes—and to do so at scale.

Key Responsibilities

• Onboarding new hires – Build, maintain, and run a repeatable onboarding program for CSMs and Coaches; design certification processes to ensure readiness before taking customer ownership.
• Playbooks & Processes – Develop and update playbooks for onboarding, adoption, renewal, expansion, and churn risk management.
• Tools & Systems Enablement – Build, Train and coach teams on Gainsight, Salesforce, Pendo, and related CS tools; ensure adoption and efficient usage.
• Customer Journey Orchestration – Map the post-sale customer journey, define key touchpoints for CSMs and Coaches, and ensure timing, messaging, and objectives are standardized for a seamless customer experience.
• Skills Development – Deliver targeted training on consultative skills, executive presence, commercial acumen, and lifecycle execution.
• Cross-Functional Alignment – Serve as a bridge between CS and other teams to ensure the voice of the customer is embedded into products, services, and communications.

What Success Looks Like

• CSMs and Coaches consistently meet readiness standards within 30 days of hire.
• Customer journey touchpoints are mapped, documented, and executed consistently across the team.
• Increased build out and adoption of operations tools, playbooks, and standard processes.
• Reduced onboarding ramp time for new hires.
• GRR and NRR improve in segments with full enablement program adoption.

Qualifications

• 2+ years in Customer Success, Enablement, or related SaaS role (experience in both IC and training/design preferred)
• Strong understanding of SaaS customer lifecycle and customer journey orchestration
• Excellent facilitation, presentation, and communication skills
• Experience building onboarding programs, playbooks, and process documentation
• Proficient in Gainsight, Salesforce, and Pendo
• Highly organized with a bias for action in a fast-paced startup environment

Benefits of Joining our Team:

• AWARD-WINNING CULTURE: We were listed as a Dallas Morning's News Best Places to Work in 2022, 2023, and 2024, # 12 on Will Reed's Top 100 Workplaces, #8 on LinkedIn's Top Startups in Dallas in 2024, and received the "Best Company Values award" throughout all of DFW (Dallas Morning News 2024) because we believe that people deserve to be led and developed, not managed.
• An opportunity to work in a DFW Tech start-up with unlimited growth potential.
• Hybrid work schedule: In office Monday - Thursday; Friday remote.
• We offer PTO, Paid Holidays, Flex Holidays, etc.
• We are committed to developing you as a leader and providing career growth throughout your employment with us.
• We promise to care for you as a person, and have meaningful conversations with you so you have the clarity and support you need to do your best work!

Leadr is an Equal Opportunity Employer. Our goal is that everyone, regardless of their culture, background, and perspective, has the opportunity to love Mondays as much as Fridays. Thank you again for your time and interest!