Manager, Customer Experience Operations & Enablement

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. The Manager, CX Operations & Enablement will serve as the operational and strategic backbone of the Customer Experience organization, overseeing tools, data, and processes to enhance customer satisfaction and retention.

Responsibilities:

• 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

Requirements:

• 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)
• Advanced analytical skills, including dashboards, forecasting, and operational reporting
• Solid understanding of customer health, segmentation, retention, and lifecycle metrics
• 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
• Experience with automation, AI workflows, and customer intelligence tools preferred
• SQL, BI tools, or data modeling experience is a plus