Manager, Customer Experience Operations & Enablement

Our Customer Success team sits at the intersection of retention and growth. We dont 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. Its not always clean or structured and thats the point. The people who succeed here figure things out push through complexity and consistently deliver real value to customers. Darren OConnor 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: youll 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 youll 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 youll 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 customers 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

• Were 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 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

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.

Required Experience:

Manager