Senior Customer Experience Enablement Manager

• Omada is hiring a Customer Experience Enablement Senior Manager to strengthen how Customer Success Managers (CSMs) show up in front of customers, customized to their size and service level
• This role is responsible for translating CX goals, field feedback, and business priorities into enablement strategy, high-value resources, and scalable systems that improve effectiveness in client-facing work
• Approximately half of the role should focus on strategic enablement: identifying the highest-leverage opportunities to improve CX effectiveness, shaping priorities and narratives, and ensuring enablement efforts directly support how CSMs manage and grow their books of business
• The other half of the role should focus on scaling core enablement operations through systems thinking, process design, and AI-enabled workflows
• This includes improving and modernizing foundational enablement infrastructure such as knowledge management, team communications, enablement intake, resource discoverability, and self-serve support so that the function scales efficiently without relying on high-touch project management
• Own a clear enablement roadmap tied to CX goals, team effectiveness, and customer-facing outcomes
• Translate CSM pain points, voice of customer themes, and business priorities into actionable enablement strategies, tools, narratives, and guidance
• Partner with PMM, Clinical, Product, Analytics, Client Operations, and CX leadership to identify where enablement can most directly improve customer conversations, book management, retention, and growth
• Shape strategic content and frameworks that help CSMs communicate value consistently and confidently across the customer journey
• Bring a clear point of view on what work should be prioritized, deprioritized, automated, or transitioned in order to keep the function focused on high-impact enablement
• Define success measures for enablement work and use feedback, usage patterns, and business context to continuously refine priorities
• Identify opportunities to use AI and automation to reduce low-value manual work across knowledge management, communications, intake triage, recurring content updates, and resource maintenance
• Create self-serve tools, repeatable workflows, and clear decision pathways so CX teammates can more easily find answers, access resources, and understand what matters most

Benefits

• Remote first
• Flexible vacation
• Wellness days
• Parental leave
• Omada program
• Resources to thrive
• Meeting-free days- You thrive in highly collaborative, cross‑functional environments and are effective at influencing stakeholders across teams
• You have a strong track record of applying AI and automation to reduce manual work, improve scale, and free up time for more strategic enablement
• You are an experienced enablement leader who uses customer and CSM feedback to identify the highest‑leverage priorities and adjust them as business needs evolve
• You have successfully enabled customer‑facing teams that support multiple complex products, navigate varied rules of engagement, and serve diverse buyer types across the customer lifecycle
• Clear communicator with strong professional presence, listening skills, and the ability to influence cross-functional stakeholders and senior leaders
• Strong ownership mindset with the ability to operate autonomously and balance strategic thinking with operational execution in a fast-paced environment
• Proven ability to break down ambiguous business problems into clear priorities, practical solutions, and scalable enablement strategies
• Experience using AI, automation, or systems thinking to reduce manual work, improve scale, and increase team efficiency
• Demonstrated success translating customer, CSM, and business feedback into roadmaps, resources, and guidance that improve field effectiveness
• 6–8+ years of customer success enablement, sales/revenue enablement, customer success operations, or related experience, with deeper experience in enablement than in general project management
• Have successfully enabled teams working across multiple complex products, varied rules of engagement, and different buyer types
• Are energized by using AI or automation to streamline repetitive work and create more space for strategic impact
• Have strong written and verbal communication skills and can simplify complex information for busy teams
• Enjoy highly collaborative, cross-functional work and are effective at partnering with leaders across functions
• Enjoy turning ambiguity into structure, strategy, and practical guidance
• Have a background or interest in health technology, digital health, or telemedicine