Field Enablement Manager APJ - Customer Success

As we accelerate our Customer Success organisation, we’re hiring a Field Enablement Manager to build the operational backbone that enables our CSMs to execute with excellence. This is a foundational role: you’ll turn strategy into repeatable programs, elevate cross-functional execution, and help define how Customer Success scales globally.

Responsibilities

Design and run certification-based programs spanning onboarding, everboarding, product mastery, AI/LLM fluency, customer engagement workflows, and core CS motions (adoption, value delivery, renewal, and expansion).; Build processes that standardize how Customer Success contributes to product releases, customer delivery, and overall GTM strategy.; Work closely with CS leadership to diagnose gaps, build repeatable systems, and drive measurable improvements in customer adoption, retention, and expansion.; Serve as the connective tissue between Product, Engineering, Sales, Legal Engineering, Support, and Product Marketing to ensure alignment across every program you run.; Create the frameworks, documentation, and workflows that scale how CSMs manage accounts, collaborate cross-functionally, and deliver structured customer insights back into product development.; Build mechanisms that ensure CSMs are consistently prepared for new product capabilities, AI advancements, and rapidly evolving customer needs.; Lead program strategy and execution for product launches, CS summits, release cycles, and strategic customer initiatives.; Ensure the Customer Success team shows up with clarity, consistency, and excellence during key company milestones.

Requirements

5+ years of experience across post-sales or customer-facing roles—such as Customer Success, Account Management, Customer Operations, Solutions Consulting, or similar positions where you’ve supported customers and translated complex workflows into scalable systems.; Experience in Enablement, Revenue Programs, or GTM Operations at high-growth B2B SaaS.; Quota-carrying or customer-facing experience is a strong plus.; A builder with strong systems-thinking: you know how to take ambiguity and transform it into structured, scalable programs.; Exceptional communicator with the executive presence to partner with senior leadership and the EQ to collaborate across technical and GTM teams.; Proven track record of designing programs that drive measurable outcomes and enable teams to operate at a higher level.

Nice to have

You’ve worked directly with AI-powered customer workflows or technical SaaS products.; You’ve built certification-based CS or technical training that improved team performance.; You’ve scaled programs across multiple geographies or globally distributed teams.

Benefits

Hypergrowth: You’ll shape the systems that scale our Customer Success function during a period of rapid expansion.; Impact: Your work will directly influence customer adoption, retention, and expansion outcomes.; Innovation: Partner with world-class AI researchers, engineers, and legal experts in a space undergoing massive transformation.