Customer Success Enablement Manager

As a Customer Success Enablement Manager at Pushpay, you'll be responsible for developing, implementing, and maintaining content delivery systems tailored for our Customer Success Management teams. This includes enhancing performance through assessment, collaboration with leadership, and creating training programs that improve retention. Gathering market insights to optimize product collateral is also a key part of your job, ensuring that our teams have the necessary skills to drive customer success.

To thrive as a Customer Success Enablement Manager at Pushpay, candidates should have 3-5 years of experience in SaaS Customer Success Management or similar roles. Additionally, experience in training delivery and project management is vital. Strong communication skills, a customer-centric mindset, and proficiency in tools like Google Suite will set you up for success in this impactful role.

At Pushpay, we believe in the continuous growth of our employees, including our Customer Success Enablement Manager. Our environment encourages collaboration across teams, and you'll have the chance to lead initiatives that enhance organizational skills and project management expertise. We provide resources for ongoing learning and skill development, helping you to implement effective strategies that drive customer engagement and satisfaction.

The work environment for a Customer Success Enablement Manager at Pushpay is dynamic and supportive. With a hybrid work model of three days in the office and two days remote, we emphasize flexibility while fostering a collaborative spirit. You'll work with talented professionals committed to customer success and an inclusive culture, making it a great place to thrive both personally and professionally.

The Customer Success Enablement Manager role at Pushpay is unique because it enables you to play a crucial part in shaping customer interaction strategies and enhancing team performance. With a strong emphasis on process optimization, you’ll have the opportunity to directly influence customer retention efforts and drive positive outcomes for both the company and its customers. Plus, being part of an award-winning company means you're working alongside industry leaders dedicated to innovation and excellence.

In preparing for this question, highlight specific examples of training programs you’ve developed, emphasizing outcomes and feedback. Discuss the methods you used to identify training needs and how those programs impacted customer retention or team performance. Show your ability to tailor training content to different learning styles to ensure effectiveness.

When answering this, provide metrics you’ve used in past roles to measure success, such as retention rates, customer satisfaction scores, or engagement levels. Discuss techniques for gathering feedback and how you would adjust initiatives based on that data to ensure continuous improvement.

This question seeks to understand your collaboration skills. Use the STAR method (Situation, Task, Action, Result) to structure your answer. Explain the challenge you faced, your role in addressing it, and how you coordinated with other teams to find a solution. Focus on communication, leadership, and adaptability.

Share specific strategies you have previously implemented or would consider, such as personalized communication, regular check-ins, or tailored training for the CSM team. Discuss how you would analyze customer feedback and behavior to refine these strategies further, demonstrating your commitment to proactive customer engagement.

Use a concrete example from your experience where you successfully rolled out a new process. Discuss the planning, training, and follow-up steps you took to ensure adoption amongst team members, emphasizing communication and support methods that helped facilitate this change.

Reflect on skills such as strong communication, project management, and analytical thinking. Additionally, mention the importance of a customer-centric mindset, collaboration skills, and adaptability in a fast-paced environment. Provide examples of how you’ve utilized these skills to achieve positive results.

Highlight your commitment to professional development by mentioning industry blogs, conferences, webinars, and any relevant networks or groups you belong to. Discuss how you regularly apply new insights to your work to ensure you and your team remain at the forefront of customer success practices.

Discuss how data influences decision-making in your previous roles. Provide examples of how you're able to analyze customer trends or training effectiveness and how you've used this data to develop targeted enablement programs fostering better customer relationships.

Share your passion for helping customers achieve their goals and the satisfaction that comes from seeing the positive impact of your work. Your answer should reflect how you view customer success as a fulfillment of not just business objectives but also as a vital role in enhancing customer experiences.

Talk about your proactive approach to conflict resolution. Emphasize the importance of listening to the customer's concerns, providing reassurance, and collaborating with your team to develop a solution. Share how you would follow up to ensure the customer feels valued and supported throughout the process.