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16 days ago
Requirements and responsibilities
"Our Customer Success team sits at the intersection of retention and growth. We don’t measure ourselves on activity. We measure ourselves on outcomes. This team is trusted to operate commercially, think strategically, and do what it takes to move customers forward. It’s not always clean or structured, and that’s the point. The people who succeed here figure things out, push through complexity, and consistently deliver real value to customers." — Darren O'Connor, Director, Customer SuccessThe Manager, CX Operations & Enablement is the operational and strategic backbone of our Customer Experience organization — the connective tissue that turns leadership priorities into executable programs across Implementations, Support, Technical Services, and Customer Success. This role demands a rare blend of analytical rigor, systems thinking, and cross-functional influence: you’ll own the tools, data, and processes our teams rely on while building the enablement infrastructure that keeps every customer-facing function sharp, informed, and ready to deliver. The impact is direct — better-equipped teams, faster execution, and measurable outcomes across retention, expansion, and customer satisfaction.What you’ll do:Own and scale post-sales operations (forecasting, segmentation, lifecycle, KPIs) to drive retention and growthLead and optimize the CX tech stack to ensure data integrity, adoption, and seamless workflowsBuild scalable customer lifecycle processes across onboarding, adoption, renewals, and expansionDrive automation and AI initiatives to improve efficiency and customer engagementLead cross-functional programs, turning strategy into executable plans with measurable resultsPartner across Product, Sales, and Marketing to enhance customer experience and alignmentDevelop reporting and dashboards to track customer health, performance, and key trendsTurn customer data and feedback into actionable insights that inform strategy and reduce churnLead enablement to equip teams with the tools, training, and playbooks needed to succeedBuild and scale customer advocacy programs to support growth and brand credibilityLead and develop a high-performing team, fostering a culture of accountability and continuous improvementWhat you’ll bring:7+ years in Customer Success Ops, RevOps, CX, Enablement, or similar SaaS operational rolesProven success leading cross-functional initiatives and driving change in high-growth B2B SaaS environmentsExperience partnering with Customer Success, Support, Implementations, or Professional Services teamsTrack record of building scalable processes, operating models, and customer lifecycle programsExperience hiring, developing, and leading high-performing teamsStrong expertise with CX tools (e.g., Salesforce, ChurnZero, Zendesk, Gong)Experience with automation, AI workflows, and customer intelligence tools preferredAdvanced analytical skills, including dashboards, forecasting, and operational reportingSolid understanding of customer health, segmentation, retention, and lifecycle metricsSQL, BI tools, or data modeling experience is a plusStrategic, systems thinker who can scale operations across complex environmentsStrong communicator with the ability to influence senior stakeholders cross-functionallyData-driven mindset with the ability to translate insights into actionThrives in fast-paced, evolving environments with shifting prioritiesHands-on leader who balances strategy with execution and is passionate about improving customer outcomesWhat we offer:Fully remote-first work with flexible work arrangementsComprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of locationNew Hire Equipment Allowance and monthly Flex Allowance to support your successEndless opportunity for career growth and internal mobilityEmployee driven DE&I programsWho are we?Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives, workplaces and communities.Our values are simple:We achieve exceptional results by genuinely caring about each other and the work we doWe’re united, and we grow through our commitment to elevating continual learning!Absorb is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs, job requirements and individual qualifications. In the event a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.Should you require any accommodation during the recruitment process, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, please contact us at accessiblecareers@absorblms.comWe use AI tools to support our recruitment process, such as organizing applications and highlighting potential matches based on role requirements. While these tools help streamline our review, all screening and final hiring decisions are made by our recruitment team. We encourage candidates to apply authentically and not rely solely on AI-generated responses in their applications.
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