Revenue Enablement Manager, Customer

• Develop and maintain customer success and renewal motion playbooks, strategic business review (SBR) guides, customer office management framework and expansion play materials
• Build a coaching cadence for the customer office, leveraging AI conversation intelligence and customer health data to identify skill gaps
• Translate Hootsuite's value proposition into assets and internal training that equip the post-sale team to demonstrate ROI
• Design and deliver enablement programs to ensure the post-sale team is fully prepared ahead of any change
• Partner with the Revenue Operations and Customer Experience & Strategy teams to drive adoption of CS tools, health scoring systems, and renewal workflows
• Build a continuous learning program for CSMs and renewal owners
• Establish and track enablement metrics tied to post-sale performance, such as NRR, expansion pipeline, renewal conversion rates, and program adoption
• Serve as an active member of the Revenue Enablement Council, representing the post-sale voice

• 8+ years of experience in customer success enablement, CS operations, or a quota-carrying CSM/account management role within a B2B SaaS company
• Background in consulting or strategic advisory is a major plus
• Demonstrated experience building and delivering enablement programs with measurable impact on NRR, renewal rates, or expansion pipeline
• Deep understanding of the customer success motion, health scoring, QBR/EBR frameworks, value realization methodologies, and renewal commercial negotiation
• Experience with AI-powered customer success tools, including conversational intelligence, AI-assisted health scoring, and automated coaching systems with a practical understanding of how to embed these capabilities into CSM workflows
• Familiarity with CS platforms (e.g., Gainsight, Salesforce, Gong, and LMS tools)
• Experience working cross-functionally with CS Leadership, Product Marketing, RevOps, and Finance to build renewal and expansion programs
• Strong facilitation and communication skills
• Effective in designing async learning and running live workshops with experienced CSMs and commercial-focused renewal teams
• Ability to translate complex product value into clear, customer-facing narratives and internal training

Background in consulting or strategic advisory

• Comprehensive benefits to support the health and wellbeing
• Health insurance including medical, dental, vision, life/disability insurances
• Employee and Family Assistance Program
• Group RRSP plan with a company match of up to 4% of base salary (Canada)
• 401k Plan with a company match (up to 4% of base salary) (US)
• Global Parental Leave: 26 weeks of full and partially paid leave for eligible employees