Customer Success

Role Summary

BrightEdge is a SAAS based, venture-backed enterprise SEO and Content Performance Marketing platform founded in 2007. It provides a leading, cloud-native SEO platform that helps large organizations manage their content, measure its performance, and enhance organic search visibility.

If you are a driven, competitive, and passionate individual looking to join a market-leading company with proven technology and clear paths for personal and professional growth, BrightEdge could be an excellent fit.

We are looking for a highly skilled Customer Success Enablement Manager to design, implement, and scale elite training and certification programs for our Customer Success, Sales Operations, Revenue Operations, and Account Management teams. This strategic, remote role is critical for driving Go-to-Market performance by ensuring our internal teams have the capabilities and tools to maximize customer value, retention, and revenue growth. Alignment with EST / PST time zones is required.

Core Responsibilities

Program Strategy and Ownership

• Develop and own a comprehensive enablement roadmap that directly supports Customer Success and Revenue objectives.

• Establish scalable training frameworks, defined learning paths, and certification programs tailored for:

• Customer Success Managers (CSMs)

• Sales Operations
• Revenue Operations

• Account Managers

• Conduct continuous training needs assessments in collaboration with CS leadership, RevOps, Sales Ops, and Product Marketing Management (PMM).

Curriculum Design and Delivery

• Design role-based and skills-based curricula using proven instructional design models (e.g., ADDIE, blended learning, microlearning).
• Create and deliver high-impact learning experiences, including onboarding, advanced skills training, product adoption modules, and process/tooling deep dives.
• Facilitate live workshops, webinars, and office hours, alongside creating asynchronous training materials.
• Coordinate ongoing knowledge reinforcement through playbooks, scenario-based exercises, and coaching support.

Certification and Validation

• Develop internal certification programs to validate team proficiency in areas such as product knowledge, customer lifecycle management, system usage (CRM, CS platforms), and strategic competencies.
• Define clear certification criteria, assessments, rubrics, and the required re-certification cycles.
• Utilize LMS/LXP platforms to meticulously track learner progress and report on certification completion and performance metrics.

Knowledge Management and Content Creation

• Build, curate, and maintain a robust repository of enablement resources, including:

• Playbooks and Standard Operating Procedures (SOPs)

• Enablement videos and process documentation

• Tool walkthroughs

• Collaborate with Product Marketing and CS Ops to ensure timely delivery of product updates and launch training materials to relevant teams.

Cross-Functional Partnership

• Partner closely with CS Operations and Revenue Operations to ensure training seamlessly integrates with GTM processes, data hygiene standards, forecasting, and customer lifecycle strategies.
• Work with Product, PMM, and Sales Engineering to develop training that accurately reflects product capabilities and competitive market positioning.
• Champion consistency in messaging, methodology, and processes across all customer-facing teams.

Measurement and Optimization

• Establish and track clear KPIs for measuring training effectiveness, including:

• Reduced ramp time and increased productivity

• Tool adoption and certification pass rates

• Impact on customer outcomes (renewals, expansion, NRR, NPS trends)

• Analyze performance data, gather feedback, and continuously optimize enablement programs, providing senior leadership with outcome reports and investment recommendations.

QualificationsRequired Experience & Skills

• 5-8+ years of experience in Customer Success Enablement, Sales Enablement, or Customer Success Operations within a SaaS environment.
• Demonstrated expertise in instructional design, curriculum development, and strategic program management.
• A proven history of successfully designing structured training and certification programs for CS, Sales Ops, and RevOps teams.
• Proficiency in enablement platforms (LMS/LXP such as Lessonly, Docebo, WorkRamp), Content Management Systems (CMS), and collaboration tools.
• Exceptional communication, facilitation, and 'storytelling' skills, with the ability to effectively engage both technical and non-technical audiences.
• Ability to work remotely and consistently cover EST / PST time zones.

Preferred Qualifications

• Hands-on experience with CS platforms (e.g., Gainsight, Totango, Catalyst, Planhat) and major CRM systems (Salesforce, HubSpot).
• Familiarity with modern adult learning principles, behavioral learning psychology, and competency-based training models.
• Experience in hybrid enablement delivery (combining live, asynchronous, and tooling-based training).
• Experience supporting multiple Go-to-Market teams simultaneously.

Measures of Success

• A high-performing, structured enablement ecosystem that drives continuous upskilling across CS, RevOps, Sales Ops, and AM teams.
• Demonstrable improvement in key customer outcomes: adoption, retention, expansion, and satisfaction.
• Measurable reduction in new hire ramp time through scalable onboarding programs.
• Internal certifications are established and recognized as the benchmark for readiness across all GTM teams.
• Enablement is perceived as a strategic, data-driven business partner.