Customer Enablement & Success Specialist

About the role

The Customer Success & Enablement Specialist is the inaugural hire for this new function. The role will both deliver value for live pilot clients and define the repeatable methodology that will be used across future ventures. Work is split evenly between hands‑on client engagements and building reusable training and adoption assets.

Key responsibilities

• Diagnose user readiness and organizational resistance, then design and deliver role‑specific training that applies directly to real workflows.
• Lead HyperCare – a high‑touch, time‑boxed support period after go‑live – to ensure clients extract full value from the tools.
• Equip client‑side champions and hand enablement methodology to the client’s training or HR function for sustained adoption.
• Act as the first point of contact for client users, resolving issues directly or routing them with clear expectations.
• Monitor leading indicators such as usage depth, time‑to‑value, and adoption decay, intervening before declines affect renewals.
• Translate adoption data into executive‑ready arguments for both client leaders and internal account teams.
• Close each engagement by producing reusable curriculum, training guides, and implementation playbooks.

Required profile

• 5–8 years of overall experience, with at least 2 years in Customer Success, Enablement, Account Management, technical consulting, corporate training, or a similar client‑facing role.
• Has run end‑to‑end engagements enough to generalise learnings into a reusable playbook.
• Directly managed client relationships without a manager fronting difficult conversations.
• Demonstrated ability to drive workflow change and user adoption without formal authority.
• Comfortable delivering difficult messages while preserving the client relationship.

Required skills

• Working literacy in software delivery: SDLC basics.
• Agile basics.

What we offer

• Instrumentation: product and engineering provide detailed usage and defect reporting.
• Clear escalation path with named internal owners and defined response expectations.
• Dedicated ramp time to achieve super‑user status before client‑facing work.
• Contextual performance review focused on retention and client value.
• Compensation calibrated to location and experience.