Manager, Customer Experience Operations & Enablement

"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 Success

The 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 growth

• Lead and optimize the CX tech stack to ensure data integrity, adoption, and seamless workflows

• Build scalable customer lifecycle processes across onboarding, adoption, renewals, and expansion

• Drive automation and AI initiatives to improve efficiency and customer engagement

• Lead cross-functional programs, turning strategy into executable plans with measurable results

• Partner across Product, Sales, and Marketing to enhance customer experience and alignment

• Develop reporting and dashboards to track customer health, performance, and key trends

• Turn customer data and feedback into actionable insights that inform strategy and reduce churn

• Lead enablement to equip teams with the tools, training, and playbooks needed to succeed

• Build and scale customer advocacy programs to support growth and brand credibility

• Lead and develop a high-performing team, fostering a culture of accountability and continuous improvement

What you’ll bring:

• 7+ years in Customer Success Ops, RevOps, CX, Enablement, or similar SaaS operational roles

• Proven success leading cross-functional initiatives and driving change in high-growth B2B SaaS environments

• Experience partnering with Customer Success, Support, Implementations, or Professional Services teams

• Track record of building scalable processes, operating models, and customer lifecycle programs

• Experience hiring, developing, and leading high-performing teams

• Strong expertise with CX tools (e.g., Salesforce, ChurnZero, Zendesk, Gong)

• Experience with automation, AI workflows, and customer intelligence tools preferred

• Advanced analytical skills, including dashboards, forecasting, and operational reporting

• Solid understanding of customer health, segmentation, retention, and lifecycle metrics

• SQL, BI tools, or data modeling experience is a plus

• Strategic, systems thinker who can scale operations across complex environments

• Strong communicator with the ability to influence senior stakeholders cross-functionally

• Data-driven mindset with the ability to translate insights into action

• Thrives in fast-paced, evolving environments with shifting priorities

• Hands-on leader who balances strategy with execution and is passionate about improving customer outcomes

Are you ready to become an Absorber?

What we offer:

• Fully remote-first work with flexible work arrangements

• Comprehensive 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 location

• New Hire Equipment Allowance and monthly Flex Allowance to support your success

• Endless opportunity for career growth and internal mobility

• Employee driven DE&I programs

Who 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 do

• We’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 [email protected]

We 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.