The Senior Customer Success Manager will manage strategic customer relationships, ensure product adoption, drive account growth, and mitigate risks to deliver value and achieve customer goals.
Managing pricing and rebates shouldn’t be a hassle. Enable’s intelligent platform is built for the speed of today’s market, eliminating disconnects between pricing strategy and rebate execution. We help companies to increase profitability and simplify the complex with accurate, AI-powered insights, real-time performance monitoring, agreement optimization, and simplified rebate management.
After securing $291M in Series A-D funding and acquiring Flintfox in 2025, Enable is positioned for continued, significant growth. Since the launch of our flagship product in 2016, we have been rapidly scaling our client base, product offerings, and built a team of top-tier professionals committed to reshaping the industry.
Want a glimpse into life at Enable? Visit our Life at Enable page to learn how you can be part of our journey.
Job Summary
As a Senior Customer Success Manager, Enterprise, you will be assigned to work with predominantly our largest and most complex customers to help them reach their goals and realize maximum value from Enable during their entire partnership with Enable. Your priority focus will be Delivering Value during the entire duration of the customer partnership, helping customers identify and realize positive business outcomes with Enable.
You will be accountable for the overall success of your assigned Strategic customers and, where required, Enterprise customers throughout their entire journey with Enable. You will work closely with a Manager of Implementations who will be responsible for the outcomes of the implementation phase of your customers' journey.
You will remain actively engaged during the implementation phase, ensuring that any risks or issues raised by the Manager of Implementations and/or Project Manager are mitigated promptly. The implementation phase comprises the successful accomplishment of onboarding, feature implementation and legacy-system retirement milestones. You will become the trusted advisor who will empower our customers to sign up for additional Enable resources and solutions. You will seek out opportunities to upgrade our existing customers and work closely with the Revenue team to convert Customer Success Qualified Leads into expansion opportunities and create successful renewal and retention strategies.
Duties & Responsibilities
- Stakeholder Management:
- Build meaningful, long-lasting partnerships and be trusted as your customers’ strategic advisor to ensure retention and secure expansions.
- Expertly present to customer stakeholders from end users to C-level executives.
- Serve as the key escalation point for customer concerns and take ownership of the risk mitigation and resolution plans
- Work closely with team members and other departments to continually improve our offering, speak to data trends and improve customer offerings and/or processes accordingly.
- Gather customer feedback and collaborate with internal teams (Product, Sales, and Support) to ensure customer needs are addressed.
- Customer Success and Product Adoption
- Viewed as a thought leader with the ability to influence and counsel customers on programme direction and strategy.
- Develop tailored Strategic Account plans to help customers achieve measurable outcomes and ROI from our software.
- Work closely with the assigned Manager of Implementations to empower your customers to decommission their legacy processes and become fully confident using Enable as their Rebate source of truth.
- Work closely with the assigned Manager of Implementations, you will be driving your customers through the Enable Customer Journey, from the early Onboarding stages to being fully adopted. Ensure they are proficiently using and getting the maximum value from Enable.
- Become the product consultant the customers need to maximise their ROI with Enable and be the key escalation point of contact for any customer concerns and/or risks
- Continuously learn and upskill yourself to become a rebate industry expert your customers can rely upon for best practices.
- Directly maintain and, where required, drive product adoption and value for post-implementation stage customers
- Commercial Responsibility and Account Growth
- Drive Customer Loyalty and Satisfaction by proactively seeking out advocacy opportunities and managing the NPS and CSAT metrics for your assigned customers.
- Identify expansion opportunities, upsell, and renewal by understanding customer needs and aligning them with our product roadmap.
- Identify at-risk accounts early and develop strategies to mitigate churn.
- Internal Collaboration and Process Improvement
- Set a leading example amongst CSMs and offer support, ideas and mentorship to peers
- Align internal stakeholders and team members to drive customers to realise quantifiable business value from Enable.
- Proactively contribute to the Success & Services department, achieving their Quarterly Business Goals and OKRs
- Identify and own new projects and initiatives to best support our team and our customers
- Maintain accurate customer records for assigned accounts in the Customer Success Platform, Planhat.
- Experience expanding teams by supporting the screening, interviewing and onboarding of new starters when requested.
Knowledge, Skills, and Abilities (KSAs)
- Highly organized individual that can coordinate several senior stakeholders both internally and externally.
- Natural rapport builder and effective communicator at the C-Level, with a passion for driving positive changes and providing first-class service delivery to customers.
- Exceptional prioritization skills to balance internal projects and act as an escalation point for team and customer concerns.
- Ability to work well with internal teams, balancing team and customer success with company needs and opportunities.
- Adaptability to thrive in a fast-changing hyper-growth environment.
Required Education and Experience
- Proven Customer Success management background with a minimum of 6 years of experience in the SaaS industry.
- Proven experience managing customers across Strategic and Enterprise segments.
- Proven track record of demonstrated success in achieving departmental and individual goals.
- Track record of high achievement in Customer Success roles, including positive expansion and retention metrics.
Preferred Education and Experience
- Prior experience in the rebate or supply chain industry.
- Familiarity with Enable’s offerings and customer base.
- Advanced training or certifications in Customer Success or related fields.
Travel
- Occasional travel may be required to meet with customers or attend company events.
Enable’s Commitment:
Enable is an equal opportunity employer, dedicated to creating an inclusive, accessible workplace that values diversity across our global workforce. We encourage applications from people of all backgrounds and do not discriminate on the basis of age, disability, gender, marital or family status, pregnancy, race, ethnicity, cultural identity, nationality, religion or belief, sexual orientation, gender identity, intersex status, neurodiversity, or socio-economic background, or any other characteristic protected by applicable law.
We are committed to ensuring equal access to opportunities for all candidates. If you require any reasonable adjustments to participate in our recruitment process, please let us know, and we will make every effort to accommodate your needs. Additionally, if adjustments are required for the role itself, we encourage open discussions about how we can support your success during the interview process.
Total Rewards:
At Enable, we’re committed to your professional development and growth. Starting pay is determined by factors like location, skills, experience, market conditions, and internal parity.
Salary/TCC is just one component of Enable’s total rewards package. Enable is committed to investing in the holistic health and wellbeing of all Enablees and their families. Our benefits and perks include, but are not limited to:
Paid Time Off: Take the time you need to relax and recharge
Wellness Benefit: Quarterly incentive dedicated to improving your health and well-being
Comprehensive Insurance: Health and life coverage for you and your family
Retirement Plan: Build your future with our retirement savings plan
Lucrative Bonus Plan: Enjoy a rewarding bonus structure subject to company or individual performance
Equity Program: Benefit from our equity program with additional options tied to tenure and performance
Career Growth: Explore new opportunities with our internal mobility program
Additional Perks:
Free Food: Complimentary meals, snacks, and drinks on-site in our global offices
Training: Access a range of workshops and courses designed to boost your professional growth and take your career to new heights
Pets: Bring your pets to our welcoming, pet-friendly offices
According to LinkedIn's Gender Insights Report, women apply for 20% fewer jobs than men, despite similar job search behaviors. At Enable, we’re committed to closing this gap by encouraging women and underrepresented groups to apply, even if they don’t meet all qualifications.
Enable is an equal opportunity employer, fostering an inclusive, accessible workplace that values diversity. We provide fair, discrimination-free employment, ensuring a harassment-free environment with equitable treatment.
We welcome applications from all backgrounds. If you need reasonable adjustments during recruitment or in the role, please let us know.
This job posting is for a current, existing vacancy.
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