Role Description The Senior Manager of CS Enablement owns a meaningful portion of the CS program portfolio. This is not a support role. You will identify what CSMs and Account Managers need to do differently to retain and grow their accounts, build programs that address those gaps, deliver them, and track whether they worked. This role sits close to the field. You will attend CS leadership meetings, review Gong calls, shadow account reviews, and stay near enough to the post-sale motion that your programs reflect real account dynamics, not a textbook version of what good CS looks like. CS enablement requires a different instinct than Sales enablement. The buying decision is already made. Your programs need to help CSMs drive adoption, manage executive relationships, identify expansion signals, and recover at-risk accounts, all with buyers who are often overextended and skeptical of additional asks on their time. Candidates who have done that job before coming into enablement will bring a credibility advantage that is difficult to replicate. What you’ll do - Own the strategy and execution of Customer Success enablement programs end-to-end, from identifying field needs through launch, reinforcement, and measurement. - Build practical, high-impact learning experiences that help Customer Success teams improve performance in real customer conversations, not just complete training. - Create reinforcement systems that drive adoption after the session ends, including manager coaching frameworks, workflow tools, peer learning, and structured practice. - Manage multiple enablement initiatives simultaneously with strong operational discipline, clear prioritization, and consistent communication across stakeholders. - Stay deeply connected to the business by participating in team meetings, account reviews, and QBR prep sessions while leveraging Gong and Salesforce insights to identify trends, risks, and skill gaps. - Develop scalable, field-ready content that supports Customer Success Managers in renewals, expansion opportunities, executive business reviews, and customer recovery moments. - Partner closely with Customer Success leadership and frontline managers to embed enablement into team operating rhythms, coaching cadences, and day-to-day execution. - Design and facilitate coaching programs, role-plays, and scenario-based learning that help Customer Success teams build confidence, sharpen account strategy, and improve customer outcomes. What success looks like - NRR trend in the assigned segment following program delivery, compared to pre-program baseline. - Expansion conversion: Upsell and cross-sell attach rate in the assigned segment, as a proxy for expansion motion program effectiveness. - Percentage of accounts in assigned segment receiving a structured EBR on schedule, as a leading indicator of program impact on executive relationship quality. - Highspot engagement rate on assets produced, as a measure of whether field content is actually reaching and being used. - CS front-line manager rating of enablement support quality, collected quarterly. Qualifications - 7+ years in CS Enablement, Sales Enablement, or a post-sale revenue role with direct ownership of program design and delivery. - Experience in programmatic advertising, Connected TV, digital media, or a closely adjacent AdTech environment. - Fluency in CS methodology: value realization, EBR/QBR frameworks, expansion motion, at-risk account management. - Working knowledge of MEDDICC as an account health framework. - Strong facilitation skills — able to lead experienced CSMs with content that is immediately credible, practical, and grounded in real customer situations. - Proficiency in Gong, Salesforce, WorkRamp, and Highspot. Requirements - Direct experience as a CSM, Onboarding Specialist, or Account Manager in an AdTech, CTV, or SaaS environment before moving into an enablement function. - Familiarity with CTV-specific customer conversations: campaign performance reviews, attribution methodology, incremental reach, and renewal justification in a performance-driven buying environment. - Experience building programs for both CSM and AM roles simultaneously, accounting for the different renewal and expansion motions each role runs. - Experience using Gong data independently to build a picture of CS skill health. Benefits - 100% remote within the US. - Flexible vacation policy. - Annual vacation allowance for travel related expenses. - Three-day weekend every month of the year. - Competitive compensation. - 100% healthcare coverage. - 401k plan. - Flexible Spending Account (FSA) for dependent, medical, and dental care. - Access to coaching, therapy, and professional development.

• Administrative Management: Manage the lifecycle of Global Account paperwork, including contract amendments, renewals, cancellations, and transfers. • Cross-Functional Coordination: Collaborate with Billing and Sales to resolve payment disputes, credit memo requests, and debt collection inquiries for Global Accounts. • Data & Reporting: Produce and audit recurring performance reports for Strategic CSMs to share during Executive Business Reviews (EBRs). • Alignment: Participate in daily APAC CS stand-ups to ensure regional alignment and track the status of global task requests. • Project Management: Lead the implementation of contracted Revinate products (specifically Guest Feedback) for APAC customers. • Technical Launch: Coordinate with customers and internal technical teams to ensure integrations are completed on time. • Queue Management: Own and respond to Level 1 customer inquiries via Zendesk, maintaining high visibility and responsiveness. • Troubleshooting: Solve non-standard requests and troubleshoot web-related issues (browser settings, email rendering, etc.) before escalating complex bugs to Engineering. • System Integrity: Track and log all customer issues in Salesforce to maintain a "source of truth" for the global team.

• Own mid-market and commercial customer relationships from onboarding through renewal. • Drive product adoption, ROI realization, and long-term account strategy. • Lead renewal and expansion conversations, manage negotiations, and forecast accurately to hit Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets. • Build trusted relationships with CISOs, IT leaders, and compliance stakeholders. • Guide customers on access governance, audit readiness, and identity best practices. • Partner closely with Sales, Product, and Support teams to advocate for customer needs.

• Responsible for the ongoing development, while creating a growth and retention strategy by building out new and existing relationships with strategic clients • Identifying client’s business direction and aligning TouchNet solutions for client success • Builds effective long-term relationships and a high level of satisfaction with key senior-level decision makers and influencers • Conduct regular outbound client calls/meetings • Conduct meetings to learn and understand client’s business processes and future direction as it relates to campus commerce • Develop a strong functional level understanding of the TouchNet product suite • Exhibit strong persuasive ability to invest in TouchNet • Build and present business/account reviews to audiences of 2-15 attendees • Exhibit a long-term perspective of product and business process alignment • Act as a resource to team members • Train junior level CSMs on effective ways to build relationships and conduct conversations in a manner of growing TouchNet investment • Solicit ongoing customer feedback, ensuring customer satisfaction and building customer loyalty • Organize cross-team efforts between Product, Sales, Support, Service and Implementation • Be a resource for sharing best practices to customers; build a strong network of subject matter experts within the territory • Travel to client sites and trade shows