Customer Success Manager

At Enable, we believe rebates are the best way for companies within the supply chain to create, maintain and grow their trading relationships. Rebates allow trading partners to make the best decisions for their businesses, meaning everyone wins: manufacturers, distributors, retailers and, most importantly, end consumers. At Enable, we’re creating a healthy, vibrant supply chain ecosystem  where partner collaboration drives the best products, services and values to customers.

And the market agrees with us. Enable is a rapidly growing, series-D funded SaaS company. Our more than 700 Enablees serve the global supply chain from the UK, US, Canada and Australia, and we have goals of continued international expansion.

As one of our exceptional Enablees, you'll play a pivotal role in shaping the future of rebate management. Join us in a dynamic work environment teeming with opportunities, where your efforts will not only establish our platform as the world's leading rebate management software but also help us revolutionize the entire supply chain experience.

As a Customer Success Manager, Enterprise, you will be assigned to work with some of our largest and most complex customers to help them reach their goals and realize maximum value from 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 that result in retaining and expanding the account.

You will be accountable for the overall success of your assigned 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 and Responsibilities

• Stakeholder Management
• Build and maintain meaningful and long-lasting customer relationships and be trusted as your customers’ strategic advisor to ensure retention and secure expansions.
• Present to stakeholders at all levels, including end users and C-suite executives.
• Serve as the key escalation point for customer concerns
• Collaborate with internal teams (Product, Sales, and Support) to address customer needs and improve offerings.
• Work closely with our Product & Engineering teams to ensure the customer is aware of product enhancements, timelines and features that will contribute to their success.
•   Customer Success and Product Adoption:
• Work closely with the Manager of Implementations to help customers transition from legacy processes and ensure full adoption of Enable as their Rebate source of truth.
• Guide customers through the Enable Customer Journey, from onboarding to proficient, value-driven use of the platform.
• Continuously develop expertise in the rebate industry to provide best practices and become a trusted advisor.
• Drive product adoption for post-implementation stage customers, ensuring maximum value.
• Commercial Responsibility and Account Growth:
• Develop tailored Strategic Account Plans that will help customers achieve measurable outcomes and ROI from our software. These account plans should drive your day-to-day priorities and focus.
• Drive customer loyalty by proactively seeking advocacy opportunities and managing NPS and CSAT metrics.
• Identify expansion opportunities and develop tailored account plans to help customers achieve measurable outcomes and ROI.
• Identify at-risk accounts early and develop strategies to mitigate churn.
• Internal Collaboration & Process Improvement:
• Align internal stakeholders and team members to help customers realize quantifiable business value from Enable.
• Work with team members and other departments to continually improve our offerings, address data trends, and optimize customer processes, particularly within the Enterprise segments.
• Maintain accurate customer records for assigned accounts in Planhat.
• Contribute to achieving department goals and OKRs

Knowledge, Skills, and Abilities

• Highly organized individual who can coordinate several senior stakeholders both internally and externally.
• Track record of high achievement in Customer Success roles, including positive expansion and retention metrics.
• Natural rapport builder and effective communicator with a passion for driving positive changes and providing first-class service delivery to customers.
• Strong 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.

Required Education and Experience

• Proven Customer Success management background with a minimum of 4 years' experience in the SaaS industry.
• Proven experience managing customers across Enterprise segments
• Demonstrated success in the achievement of departmental 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

Total Rewards:

At Enable, we strive to be a great place for all Enablees to grow and be recognized for that growth. Through our assessment and interview process, we will identify your level that ties to our compensation bands based on your experience and technical expertise along with the scope of the role.

To determine an Enablee's starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. This position may also be considered a promotional opportunity.

Salary/OTE is just one component of Enable’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as the option to purchase company shares, as appropriately approved by the Company’s Board of Directors in accordance with Enable’s Equity Purchase Plan. 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

Enable Global Inc provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Enable complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Enable expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Enable employees to perform their expected job duties is absolutely not tolerated.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.