Customer Enablement Lead: Data-Driven Process Optimizer

TOPdesk; Delft; On-site; EUR 70,000 - 100,000; Full time

Benefits offered by this job

10 to Grow: dedicate 10% of time and %

Paid parental leave

Job summary

TOPdesk is seeking a Customer Enablement Manager to connect strategy with day-to-day execution, driving smarter processes, better use of tools and data, and clear enablement for product changes. You’ll collaborate across the business to deliver scalable improvements that boost colleague performance and customer experience.

This role is ideal for someone passionate about empowering people and creating measurable impact, with a track record of implementing scalable solutions in B2B SaaS

Qualifications

• 3+ years of experience working in or alongside B2B SaaS customer support teams.
• Proactive mindset with initiative and ownership to drive improvements.
• Customer-centric approach focused on improving the customer journey.
• Strong project management skills coordinating stakeholders across teams.
• Excellent communication; translate complex information to practical guidance.
• Structured, process-oriented work style for clarity and documentation.
• Fluency in English.

Responsibilities

• Identify gaps in operational processes and ways of working, using data and feedback to implement meaningful improvements. Work closely with operational teams and senior leadership to design and implement solutions that drive high adoption and tangible impact.
• Take ownership of key systems and tools, continuously improving how they are used and proactively exploring how automation and AI can reduce manual work and free up colleagues for higher-value activities.
• Champion data-driven decision-making across the customer domain, ensuring reporting and dashboards remain accurate and that the right insights reach the right people.
• Coordinate product launches and end-of-life cycles across the customer domain. Act as the single point of contact, translating upcoming features, capabilities and end-of-life changes into clear, timely updates so colleagues are well equipped.
• Partner with Product & Technology (P&T) to develop enablement resources—including guides, best practices and training materials—that give teams the confidence to work with new capabilities. Keep this resource library accurate, relevant and easy to find across the customer domain.

Skills

Experience with B2B SaaS

Initiative & ownership

Customer-centric mindset

Project management

Excellent communication

Process documentation

English fluency

Job description

TOPdesk is seeking a Customer Enablement Manager to connect strategy with day-to-day execution, driving smarter processes, better use of tools and data, and clear enablement for product changes. You’ll collaborate across the business to deliver scalable improvements that boost colleague performance and customer experience.

This role is ideal for someone passionate about empowering people and creating measurable impact, with a track record of implementing scalable solutions in B2B SaaS