Customer Success Enablement Specialist

Overview

In this hands-on role, you coach and enable Customer Success and Renewals teams to shift from reactive ticket handling to proactive, outcome-led conversations. You work closely with managers and Learning & Development to translate performance goals into practical actions that improve customer conversations, adoption, retention, and renewal outcomes. You’ll help embed consistent coaching practices, build confidence, and drive commercial awareness across frontline colleagues. This is a visible, impact-focused role with a clear path to shaping how teams interact with customers.

Pay / Benefits

• competitive salary and benefits package

Responsibilities

• Coach Customer Success and Renewals colleagues to improve performance, confidence, and conversations
• Support the shift from ticket-led to outcome-led customer interactions
• Assist managers with coaching plans, performance check-ins, and onboarding improvement
• Use data (CRM activity, calls, feedback) to identify patterns and guide coaching actions
• Create and share best practices, coaching guides, prompts, playbooks, and checklists
• Promote consistent expectations and positive, practical coaching across teams
• Support new starters with ramp-up and feedback loops with L&D
• Help turn insights into simple, actionable improvements for the team

Key requirements

• Experience in Customer Success, Renewals, Account Management, SaaS, or similar customer-facing environment
• Ability to coach others and give constructive feedback
• Experience guiding conversations around value, adoption, retention, renewal, risk or commercial outcomes
• Comfort using performance data and CRM activity to spot coaching needs
• Strong communication skills and trust-building with frontline colleagues and managers
• Hands-on, visible approach with positive, consistent coaching style
• Genuine interest in helping people improve and succeed

• coaching aptitude
• clear communication
• trust-building
• Salesforce (CRM)
• CRM activity analysis
• performance data interpretation

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