Manager, Customer Enablement

About

This role is a key leadership position within a high-growth SaaS environment, focused on scaling customer enablement and driving measurable value for enterprise and strategic customers. You will lead a team of Customer Experience Managers responsible for deep engagement with customers, ensuring adoption, retention, and long-term success with the platform. The position blends people leadership, operational excellence, and hands-on customer interaction in a fast-moving, collaborative environment. You will play a central role in shaping post-sales strategy, refining enablement programs, and improving customer-facing processes. Acting as both a coach and a player, you will directly influence customer outcomes while building a high-performing team. This is an opportunity to help define how customers experience and succeed with a leading product in the design and collaboration space.

Accountabilities

• Lead, coach, and develop a team of Customer Experience Managers supporting Mid-Market, Enterprise, and Strategic customers
• Define clear goals, performance expectations, and career development paths while fostering a high-performance and inclusive team culture
• Partner with Sales, Product, Support, and Marketing teams to ensure seamless customer experiences and alignment across the organization
• Build, refine, and scale customer enablement playbooks, workflows, and best practices to improve adoption and value realization
• Drive operational excellence through reporting, tooling, process optimization, and performance tracking across the team
• Act as a senior escalation point for strategic customers while maintaining direct engagement in key relationships when needed
• Represent the voice of the customer internally and influence product direction and strategic decision-making
• Support the evolution and scaling of post-sales functions in a high-growth SaaS environment

Requirements

• 3+ years of people management experience in Customer Success, Customer Experience, or similar post-sales functions
• 5+ years of total experience in customer-facing roles within high-growth SaaS companies
• Strong ability to lead, scale, and motivate teams through periods of growth and change
• Customer-first mindset combined with strong strategic thinking and execution capabilities
• Proven ability to build structured processes, playbooks, and scalable customer success programs
• Excellent communication skills with the ability to engage effectively across executives, customers, and internal stakeholders
• Strong coaching and mentoring skills with a focus on team development and performance improvement
• Experience working in design, collaboration, or productivity SaaS environments is a plus
• Familiarity with design systems, product development workflows, or tools like Figma is an advantage
• Background in UX/UI, Design Ops, or frontend development is a plus

Benefits

• Competitive base salary ranging from $153,000 to $269,000 depending on experience and location
• Equity package as part of total compensation
• Comprehensive health, dental, and vision insurance
• Retirement plans with company contributions
• Generous paid time off, company recharge days, and parental leave support
• Mental health, wellness, and employee assistance programs
• Learning and development stipend to support continuous growth
• Home office and cell phone reimbursement support
• Flexible remote work options within the United States or access to US hub offices
• Inclusive, collaborative, and innovation-driven company culture