Customer Success Enablement Manager

Guesty; Montreal; On-site; CAD 70,000 - 100,000; Full time

Job summary

Guesty is seeking a Customer Success Enablement Manager to lead the training initiatives for their Customer Success Managers. The role focuses on developing programs that improve team performance and knowledge, ensuring CSMs utilize the platform effectively. This strategic position offers the opportunity to influence and drive engagement within a dynamic SaaS environment.

Qualifications

• 3+ years in Customer Success or Enablement within SaaS or tech.
• Understanding of lifecycle management and performance metrics.
• Experience in structured training program development.

Responsibilities

• Design and deliver CS onboarding and training programs.
• Develop resources like playbooks and learning materials.
• Monitor performance with defined KPIs and coach CSMs.

Skills

Customer Success strategies

Interpersonal skills

Project management

Tools

LMS platforms

Job description

Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth.With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.We’re proud to have over 800+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you.

Are you passionate about empowering Customer Success teams to reach their full potential? We're looking for a Customer Success Enablement Manager to play a pivotal role in equipping our Customer Success Managers (CSMs) with the knowledge and skills they need to excel. In this role, you'll ensure that our Customer Success Managers (CSMs) are confident in showcasing Guesty's platform capabilities and staying ahead of industry trends. You'll achieve this by designing and implementing scalable learning and development initiatives, including a structured certification program directly tied to CSM growth and performance.

Responsibilities:

What You'll Do:

• Develop and Deliver Impactful Programs: Design and deliver comprehensive CS onboarding, continuous training, daily/weekly microlearning tips, and structured certification programs. These programs will build product expertise, enhance industry knowledge, and align with role expectations and career growth milestones.
• Create Scalable Resources: Develop valuable resources like playbooks, learning paths, and internal/external materials. You'll collaborate with cross-functional teams (Product, Marketing, Operations, etc.) to support ongoing learning and improve operational efficiency.
• Monitor and Optimize Performance: Track team performance using defined enablement KPIs, skill assessments, and feedback loops. You'll continuously refine programs to ensure maximum effectiveness.
• Provide Targeted Coaching: Utilize AI-recorded calls and other performance data to identify coaching opportunities. You'll help CSMs refine their messaging, improve objection handling, and strengthen their consultative skills.
  
  

Report on Program Impact: Summarize program insights and impact for CS leadership, highlighting enablement successes, identifying knowledge gaps, and recommending strategic priorities.

Requirements:

What You'll Bring:

• Experience: 3+ years in Customer Success, Enablement, or a related function within a SaaS or tech-driven environment.
• CS Expertise: A deep understanding of Customer Success strategies, lifecycle management, and performance metrics.
• Program Development: Proven experience in building and managing engaging structured training or certification programs, along with familiarity with LMS platforms.
• Exceptional Communication: Outstanding communication, facilitation, and interpersonal skills that enable you to inspire and drive engagement across diverse teams.
  
  

Strategic & Organized: A strategic mindset with strong project management skills, capable of balancing multiple priorities in a fast-paced environment.

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.