Manager, Customer Success Programs & Enablement

About the Role

• We're looking for a Manager, Customer Success Programs & Enablement to lead our customer support team while building and scaling the education and enablement programs that drive customer success, deepen product knowledge, and support our broader retention objectives.
• This is a hybrid people management and program management role. You'll directly manage a team of customer-facing support specialists while also owning the design, development, and continuous improvement of AI-powered programs across customer education, internal enablement, and knowledge sharing. You'll leverage agents, automation, and modern tooling to build programs that don't just inform—they drive measurable outcomes in retention and expansion.
• A flagship responsibility of this role is building and running a Product Manager Academy: a structured, best-in-class educational program that teaches PMs how to drive product adoption using our platform's features and capabilities. The Academy serves multiple audiences—it's a customer education resource, an internal training foundation for our Support and CSM teams, a sales enablement asset, and a top-of-funnel thought leadership vehicle that reinforces our position as the go-to platform for product-led growth.
• You'll also play a central role in one of our most critical near-term initiatives: owning the internal and customer-facing education strategy for our product migration, guiding customers and our team through the transition from Beamer to Userflow at scale.
• Your work will sit at the intersection of Customer Success and our PLG motion —surfacing customer insights and needs that translate into improvements directly in the product or product experience.

What You'll Do

People Leadership

• Directly manage a team of customer-facing support specialists, setting direction, priorities, and a high standard for customer experience.
• Coach and develop team members on product knowledge, product adoption knowledge, and educational content contribution.
• Build a team culture rooted in continuous learning, customer empathy, and program ownership.
• Partner closely with Marketing, PMM, Sales, and CS Leadership to align team efforts with broader company goals.

Product Adoption Academy

• Design, build, and operate a PA Academy—a structured educational program teaching best practices for driving product adoption, grounded in the features, functionality, and use cases our platform enables.
• Develop a curriculum that connects real product capabilities to adoption frameworks and strategies PMs can apply directly in their work—making the Academy as much a product education resource as a thought leadership one.
• Build the Academy to serve multiple audiences:
• Customers — a high-value destination that accelerates onboarding, deepens product usage, and reinforces long-term retention.
• Support & CSM teams — an internal training foundation that ensures customer-facing team members deeply understand the product and can speak confidently to adoption best practices.
• Sales — a compelling enablement resource that demonstrates platform depth and expertise, supporting deal acceleration and credibility in the sales process.
• Top-of-funnel awareness — a thought leadership asset that attracts prospective customers, builds brand authority, and establishes us as the definitive resource for PLG and product adoption strategy.
• Create and maintain course content, resources, certifications, and programming that evolve alongside the product and industry trends.
• Partner with Marketing and PMM to ensure Academy content is amplified across channels and integrated into demand generation and content strategy.
• Partner with Sales and CS Leadership to integrate the Academy into the sales motion and customer lifecycle.
• Measure and report on Academy enrollment, completion, downstream retention and expansion impact, and its contribution to top-of-funnel pipeline and brand visibility.

AI-Powered Program Development & Management

• Own the design, build, and ongoing improvement of technology-based CS programs, with a strong emphasis on AI agents and automation.
• Build and maintain programs across four core areas:
• Customer Education — scalable, self-serve resources that accelerate time-to-value and deepen product understanding.
• Customer Training — structured training experiences that help customers succeed with our platform at every stage.
• Internal Training — onboarding and ongoing development programs that keep our support team sharp and confident.
• Internal Knowledge Sharing — systems and workflows that capture institutional knowledge, surface best practices, and reduce information silos.
• Continuously iterate on programs using performance data, user feedback, and support trends.
• Identify and implement AI tools, agents, and automation that increase program quality, reach, and efficiency.

Customer Insights & Analysis

• Build systematic programs for collecting, synthesizing, and routing customer feedback and signals from support interactions, training sessions, and community engagement.
• Translate insights into actionable recommendations for Marketing, PMM, and CS Leadership.
• Surface trends and themes that inform content strategy, messaging, and educational priorities.

Beamer → Userflow Migration Enablement

• Own the internal and customer-facing education strategy for the Beamer to Userflow product migration.
• Develop structured learning paths, transition guides, and educational resources that reduce friction and accelerate customer adoption of Userflow.
• Partner with Marketing, PMM, and CS Leadership to ensure migration messaging is clear, timely, and consistent across all touchpoints.
• Build internal training and readiness programs so the support team can confidently guide customers through the transition at scale.

Knowledge Base Strategy & Optimization

• Own the strategy, structure, and quality of our customer-facing Knowledge Base.
• Drive a consistent cadence of new article creation, updates, and gap-filling tied to support trends and product changes.
• Optimize KB content for discoverability and self-service success, directly reducing support burden.
• Use KB performance data to surface content opportunities and guide team output.

Reporting & Cross-Functional Collaboration

• Own program performance reporting, delivering clear insights on retention impact, case deflection, KB health, and expansion influence.
• Partner with Marketing, PMM, Sales, and CS Leadership to align program roadmaps with company and campaign priorities.
• Present strategy, insights, and recommendations to senior leadership.

What You Bring

• 5–8+ years in Customer Success, customer education, enablement, or learning & development within a B2B SaaS environment.
• Proven experience managing a customer-facing team while remaining a hands-on program builder and operator.
• Experience designing and delivering curriculum or structured educational programs—ideally for technical or product-focused audiences.
• Deep familiarity with AI tools, agents, and automation—and genuine excitement about applying them to CS programs and workflows.
• Strong program management skills: you can design, build, launch, and iterate on complex programs with multiple stakeholders.
• Experience developing customer-facing and internal educational content, training programs, and knowledge resources.
• Strong analytical skills and ability to use data to prioritize, improve, and report on program performance.
• Excellent communication and writing skills across formats: training content, knowledge articles, executive updates, and strategic recommendations.
• Comfort presenting strategy, insights, and program roadmaps to Marketing and senior leadership.
• Experience with product migration, onboarding programs, or customer transition initiatives is a strong plus.
• Bonus: Familiarity with tools like Userflow, Beamer, or similar product adoption and customer experience platforms.
• Bonus: Background in product management, product marketing, or a deep understanding of product adoption principles.

How We'll Measure Success

This role will own and report on the following KPIs:

• Customer Retention & Churn
• Retention rate improvements attributable to education and enablement programs
• Early churn risk reduction tied to onboarding and training program performance
• Expansion MRR Influence
• Expansion revenue influenced by education-driven feature awareness and adoption
• Case Deflection
• Support ticket deflection rate attributable to KB, self-serve education, and training resources
• Reduction in repeat or preventable support cases
• Knowledge Base Performance
• KB article views, engagement, and self-service resolution rates
• Volume and cadence of new and updated articles shipped per month
• KB coverage across priority topics and product areas
• PM Academy & Program Effectiveness
• Academy enrollment, completion rates, and learner satisfaction scores (customer and internal)
• Top-of-funnel impact: Academy-attributed traffic, leads, and brand visibility
• Sales enablement usage and effectiveness of Academy as a deal support resource
• Training completion rates across customer and internal programs
• Volume and impact of customer insights routed to Marketing and PMM

What Success Looks Like in 6 Months

At the 6-month mark, you will have:

1. Delivered a portfolio of operational AI-powered programs
• Programs across customer education, internal training, and knowledge sharing are live and running — not in planning
• AI and automation are reducing the manual effort required to maintain and scale program reach, with clear before/after efficiency data
• AI and automation also improve the quality of work and services delivered by the team, leading to improved customers outcomes
• Performance benchmarks are set, being reported on, and already informing the next iteration
  
  
2. Meaningfully improved Knowledge Base performance and reduced support load
• Self-service case deflection is at or above 60%, with a clear model for how you get it higher
• Repeat and preventable support tickets are measurably down, and the support team is actively using the KB as a first-line deflection tool — not an afterthought
• KB coverage gaps identified at onboarding have been addressed with quality, not just volume
  
  
3. Launched a Product Adoption Academy that customers are actively using
• A live curriculum with real paying customer participants, grounded in use cases and adoption frameworks — not just product documentation
• Academy participants show measurably better product adoption and lower early churn than non-participants
• The Academy is already serving multiple audiences, customers, internal teams, and sales, with a roadmap for what comes next
  
  
4. Owned the Beamer → Userflow migration education strategy with visible retention results
• Internal teams entered the migration confident, with readiness programs live before migration scaled
• Migration customers who engaged with your programs are retaining at a higher rate
• Education-driven migration friction is documented and actively declining
  
  
5. Established yourself as a strategic contributor to the business, the team, and where we're headed
• You're bringing ideas to the table, on product, on process, and on how we build a CS organization that's differentiated
• The team is better, more aligned, and operating at a higher standard because of how you've shown up
• You have a clear point of view on what this function looks like in 2027 and beyond, and leadership is already building on it