Manager, Customer Success Enablement

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Job Title: Manager, Customer Success Enablement

Position Summary:

The Manager, Customer Success Enablement is responsible for designing and delivering high-impact internal enablement programs that drive measurable behavior change across Customer Success teams. This role partners closely with stakeholders translating business needs into targeted training solutions and ensures enablement programs are effective, scalable, and aligned to organizational priorities.

This individual contributor role requires strong product expertise, stakeholder influence, and a data-driven approach to enablement effectiveness. The Manager plays a critical role in connecting stakeholder needs to effective training experiences, while independently owning program delivery, measurement, and continuous improvement.

This role serves as a key execution partner in shaping how enablement is experienced across the organization, ensuring that training is not only delivered effectively but drives consistent, scalable outcomes. The Manager works within established enablement frameworks while providing thoughtful input to improve approaches, ensuring alignment between stakeholder priorities, learner needs, and business outcomes. Success in this role requires the ability to balance structure with flexibility, operate with a high degree of ownership, and continuously refine enablement programs based on data, feedback, and evolving organizational priorities.

Essential Job Responsibilities

• Partner with cross-functional stakeholders (e.g. CSM, Onboarding, Onsite Training, Product) to identify enablement needs aligned with team priorities

• Translate stakeholder input into:

  • Clear learning objectives

  • Defined behavior changes

  • Training effectiveness measures

• Recommend appropriate enablement approaches (e.g. instructor-led, module-based, blended) based on audience and outcomes

• Balance stakeholder needs to deliver scalable, practical solutions without over-indexing on ad hoc requests

• Design and deliver instructor-led enablement sessions including:

  • New Hire Essentials programs

  • Role-based and ongoing upskilling initiatives

• Develop and maintain non-instructor-led training assets such as:

  • Self-paced learning modules

  • Job aides, guides, and reference materials

  • Reinforcement and post-training resources

• Serve as a subject matter expert across Clinicals, Collector, and Patient Experience, enabling facilitation and real-world application

• Facilitate engaging, interactive sessions that emphasize:

  • Application and decision-making

  • Real-world scenarios and workflows

• Adapt delivery style to meet the needs of diverse audiences and drive learner engagement

Additional Job Responsibilities:

• Define and track training effectiveness metrics aligned to intended outcomes

• Measure:

  • Behavior change

  • Knowledge retention

  • Adoption of workflows or product features

• Analyze results and independently iterate on training content and delivery approach

• Incorporate learner and stakeholder feedback into continuous improvement cycles

• Contribute to defining and improving team processes and workflows

• Support consistency in:

  • Training design

  • Delivery standards

  • Stakeholder engagement model

• Identify opportunities to improve efficiency and scalability across enablement efforts

• Maintain accountability for driving high-quality, reliable outputs

Expected Education & Experience:

• Bachelor’s degree and a minimum of 3 years of experience in Customer Success, Enablement, Training, or a related field preferred

• Proven experience delivering instructor-led training to diverse audiences, including new hire onboarding and ongoing skill development programs

• Demonstrated experience partnering with cross-functional stakeholders to identify enablement needs and translate them into structured training solutions

• Strong knowledge of customer workflows and product domains, including clinical and/or revenue cycle (Clinicals and Collector), or the ability to quickly develop subject matter expertise

• Experience designing and delivering training programs that drive measurable behavior change and performance outcomes

• Experience defining and tracking training effectiveness metrics (e.g. knowledge retention, adoption, behavior change)

• Strong analytical, problem-solving, and decision-making abilities with the ability to identify root causes of performance gaps

• Experience working with learning management systems (LMS), reporting tools, and shared documentation platforms

• Effective time management and organizational skills with the ability to manage multiple priorities in a fast-paced, cross-functional environment

• Strong verbal and written communication skills, including facilitation, presentation, and content development

• Ability to translate complex concepts and workflows into clear, practical learning experiences

• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and collaboration tools such as Microsoft Teams and Sharepoint

Additional:

• Ability to build trust and effectively partner with stakeholders, balancing competing priorities and driving alignment

• Strong sense of ownership and accountability, with the ability to independently drive training programs from design through delivery and measurement

• Outcome-oriented mindset focused on driving behavior change and measurable business impact

• Experienced, confident facilitator who can engage diverse audiences and create interactive, application-based learning experiences

• Strong attention to detail and commitment to delivering high-quality, consistent outputs

• Ability to analyze data, learner feedback, and performance signals to continuously improve training effectiveness

• Ability to prioritize and manage multiple initiatives simultaneously while maintaining deadlines and quality standards

• Proactive approach to identifying gaps, anticipating needs, and driving improvements without direct oversight

• Ability to work both independently and collaboratively within a cross-functional team environment

• Demonstrates flexibility and adaptability in a fast-changing environment, adjusting approach based on feedback and evolving priorities

• Demonstrates a continuous learning mindset, seeking feedback and actively improving personal effectiveness and team processes

• Travel required (on a voluntary basis), up to 5%, and may include client site visits, training and organizational meetings

Expected Compensation

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates.  Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.