Scaled Customer Success - Enablement Manager

Department: Customer Success

Employment Type: Full Time

Location: SA Central Johannesburg

Purpose

The Customer Success Enablement Manager works closely with Go-to-Market functions, Account Management, Services, Support and Product to deliver a value-focused journey that fuels advocacy and growth through scalable digital engagement, customer journey design and data-driven lifecycle programs.

Overview

The Customer Success Enablement Manager co-owns the design and optimization of the customer journey. Their mission is to ensure customers activate, adopt, and realize value through scalable, automated, and insight driven engagement programs, essentially enabling the organisation to deliver an exceptional experience for our customers. This role blends customer data, lifecycle design, and cross functional collaboration to create a consistent, seamless experience from onboarding through to renewal, ultimately driving higher product usage, better outcomes, and long-term loyalty.

• Design, implement, and continuously improve digital-first customer journeys and feedback channels across onboarding, adoption, value realization, and renewal.
• Develop, monitor and moderate Community Forums
• Build automated lifecycle programs (email, in-product messaging, webinars, content pathways) to serve customers at scale.
• Create self service enablement resources that accelerate time-to-value and reduce friction, helping customers achieve outcomes, such as guides, videos, toolkits, and digital onboarding tracks.
• Data & Insights
• Perform administrative duties across digital platforms for access & identity management, enabling journey orchestration & personalisation across customer journey touchpoints
• Monitor customer health, usage patterns, and behavioural signals to trigger targeted engagement playbooks.
• Use insights and feedback to optimize digital content, refine customer pathways, and identify improvement opportunities.
• Collaborate with analytics & operational teams to interpret trends and measure the impact of digital programs.
• Customer Outcome Ownership
• Build strong, trust-based relationships with stakeholders to understand customer goals, success criteria, and challenges.
• Advocate across the eco-system toward value realization, ensuring our solutions deliver measurable business outcomes.
• Cross-Functional Collaboration
• Partner with Marketing to align lifecycle campaigns and ensure consistency across messaging channels.
• Work with Product and Business Systems to integrate feature adoption campaigns and surface feedback on user behaviour.
• Collaborate with Account Management and Support Services to unify digital and human engagement, ensuring consistency in tone and expectations.
• Promote awareness and adoption of standard support offerings, ensuring employees, customers and partners know where and how to get help.

• Skills & Qualifications
• Proven experience in Customer Success, Account Management, or advisory roles for SaaS or technology businesses.
• Strong understanding of SaaS customer journeys and lifecycle automation.
• Ability to manage complex customer journeys involving multiple stakeholders.
• Focused on execution.
• Influential, with excellent communication and cross-functional coordination skills
• Collaborative. Solution-oriented mindset with experience working across teams.
• Familiarity with CRM, automation platforms, product analytics and reporting tools.
• Comfortable working with data to assess customer health and inform decision-making.

• Customers successfully onboard with minimal friction.
• Adoption and product usage steadily increase through digital pathways.
• Clear, consistent, automated experience across the customer lifecycle.
• Reduction in escalations caused by confusion, lack of clarity, or unmet expectations.
• Customers consistently achieve their outcomes and recognize measurable value, exemplified through case studies, success stories or software reviews
• Risks are surfaced early and resolved collaboratively.
• Customer sentiment trends positively as they feel supported by one unified team throughout their journey.