Customer Experience Enablement Manager Job at EverCommerce

Job Description

We are looking for a Customer Experience Enablement Manager to support our EverPro Customer Experience organization. EverPro is EverCommerce’s Home services brand, helping service-based businesses streamline operations and improve retention through better customer and service-professional experiences. The Customer Experience (CX) Enablement Manager designs and delivers enablement programs that improve execution, customer outcomes, and retention across EverPro’s Customer Experience organization (Customer Success, Support, and Implementation/Services). In a multi-brand environment, this role standardizes enablement where possible while tailoring programs to each brand’s customer journey, product mix, and operating rhythms. As a partner to CX leadership, you will identify performance gaps, set priorities, and build enablement that supports onboarding, adoption, renewals, expansion readiness, and high-quality service delivery. You will also collaborate with Product, Revenue Operations (RevOps), Sales Enablement, and Marketing to ensure CX teams have the training, content, tools, and processes needed to support customers effectively at scale.

Job Responsibility

Partner with CX leadership (Customer Success, Support, and Implementation/Services) to set enablement priorities based on customer outcomes, performance data, and operating model needs
Translate CX strategy into clear, actionable enablement programs that improve consistency, efficiency, and customer experience across all CX functions
Champion the adoption of AI-enabled tools (e.g., agents, custom GPTs) to scale enablement development, improve knowledge accessibility, and increase frontline productivity
Customer Success: Develop onboarding and role-based development that strengthens health score literacy, standardizes churn-risk identification and churn-save playbooks, and equips CSMs to plan and facilitate effective QBRs—driving adoption, renewal execution, and expansion readiness
Implementation/Services: Build brand-specific implementation playbooks, time-to-value frameworks, delivery standards, and handoff processes into CS
Support: Strengthen knowledge management, QA calibration, ticket deflection strategies, and support workflows that improve efficiency and customer satisfaction
Identify and document core competencies and skills for each CX motion to craft targeted and tailored learning journeys
Own new-hire onboarding and up-skilling for all CX roles, ensuring consistent ramp, role clarity, and readiness across Customer Success, Support, and Implementation/Services
Work with Product, Revenue Operations (RevOps), Sales Enablement, and Operations to develop playbooks, tools, workflows, and content that support CX programs and key customer lifecycle moments
Partner with Training/L&D teams to ensure programs are delivered through the right formats (live, virtual, on-demand, certifications)
Assess frontline leader and manager capability needs, and design leadership development programs (coaching frameworks, training, and enablement resources) that strengthen team performance and execution consistency across CX
Define success metrics and track program impact (e.g., onboarding effectiveness, adoption, retention, expansion readiness, support efficiency, data hygiene, and customer satisfaction), leveraging AI-enabled tools where appropriate to scale insights and execution
Maintain enablement roadmaps, timelines, and dependencies in the system of record to ensure initiatives are aligned to CX priorities and delivered on time
Continuously iterate enablement programs based on feedback, performance insights, and evolving customer and product needs
Facilitate or host live training and working sessions with core stakeholders and frontline teams

Requirements

Bachelor's degree or equivalent experience
5-8+ years of experience in Customer Success Enablement, Sales Enablement, Customer Success, Services/Implementation, Operations, Revenue Operations (RevOps), or related GTM/CX roles
Proven experience designing and delivering enablement programs that support customer adoption, retention, and scalable service delivery
Strong understanding of the customer lifecycle, including onboarding, adoption, renewals, expansion, support, and services
Experience partnering with CX leadership and influencing without direct authority
Ability to translate strategy into practical, scalable enablement programs for frontline CX teams
Strong program and project management, communication, and stakeholder management skills
Experience working with CX and GTM systems and tools, such as CRM platforms, enablement tools, knowledge bases, and performance reporting (e.g., Salesforce, Salesloft, Gainsight, Zendesk, Seismic, Gong, etc.)
The ideal candidate has experience in a high-growth SaaS organization and/or multi-product environments

What we offer

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

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Customer Experience Enablement Manager

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