Manager, Customer Success Enablement

athenahealth is committed to creating a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Manager, Customer Success Enablement will design and deliver impactful training programs for Customer Success teams, ensuring alignment with business needs and measurable outcomes.

Responsibilities:

• Partner with cross-functional stakeholders (e.g. CSM, Onboarding, Onsite Training, Product) to identify enablement needs aligned with team priorities
• Translate stakeholder input into: Clear learning objectives, Defined behavior changes, Training effectiveness measures
• Recommend appropriate enablement approaches (e.g. instructor-led, module-based, blended) based on audience and outcomes
• Balance stakeholder needs to deliver scalable, practical solutions without over-indexing on ad hoc requests
• Design and deliver instructor-led enablement sessions including: New Hire Essentials programs, Role-based and ongoing upskilling initiatives
• Develop and maintain non-instructor-led training assets such as: Self-paced learning modules, Job aides, guides, and reference materials, Reinforcement and post-training resources
• Serve as a subject matter expert across Clinicals, Collector, and Patient Experience, enabling facilitation and real-world application
• Facilitate engaging, interactive sessions that emphasize: Application and decision-making, Real-world scenarios and workflows
• Adapt delivery style to meet the needs of diverse audiences and drive learner engagement
• Define and track training effectiveness metrics aligned to intended outcomes
• Measure: Behavior change, Knowledge retention, Adoption of workflows or product features
• Analyze results and independently iterate on training content and delivery approach
• Incorporate learner and stakeholder feedback into continuous improvement cycles
• Contribute to defining and improving team processes and workflows
• Support consistency in: Training design, Delivery standards, Stakeholder engagement model
• Identify opportunities to improve efficiency and scalability across enablement efforts
• Maintain accountability for driving high-quality, reliable outputs

Requirements:

• Bachelor's degree and a minimum of 3 years of experience in Customer Success, Enablement, Training, or a related field preferred
• Proven experience delivering instructor-led training to diverse audiences, including new hire onboarding and ongoing skill development programs
• Demonstrated experience partnering with cross-functional stakeholders to identify enablement needs and translate them into structured training solutions
• Strong knowledge of customer workflows and product domains, including clinical and/or revenue cycle (Clinicals and Collector), or the ability to quickly develop subject matter expertise
• Experience designing and delivering training programs that drive measurable behavior change and performance outcomes
• Experience defining and tracking training effectiveness metrics (e.g. knowledge retention, adoption, behavior change)
• Strong analytical, problem-solving, and decision-making abilities with the ability to identify root causes of performance gaps
• Experience working with learning management systems (LMS), reporting tools, and shared documentation platforms
• Effective time management and organizational skills with the ability to manage multiple priorities in a fast-paced, cross-functional environment
• Strong verbal and written communication skills, including facilitation, presentation, and content development
• Ability to translate complex concepts and workflows into clear, practical learning experiences
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and collaboration tools such as Microsoft Teams and Sharepoint
• Ability to build trust and effectively partner with stakeholders, balancing competing priorities and driving alignment
• Strong sense of ownership and accountability, with the ability to independently drive training programs from design through delivery and measurement
• Outcome-oriented mindset focused on driving behavior change and measurable business impact
• Experienced, confident facilitator who can engage diverse audiences and create interactive, application-based learning experiences
• Strong attention to detail and commitment to delivering high-quality, consistent outputs
• Ability to analyze data, learner feedback, and performance signals to continuously improve training effectiveness
• Ability to prioritize and manage multiple initiatives simultaneously while maintaining deadlines and quality standards
• Proactive approach to identifying gaps, anticipating needs, and driving improvements without direct oversight
• Ability to work both independently and collaboratively within a cross-functional team environment
• Demonstrates flexibility and adaptability in a fast-changing environment, adjusting approach based on feedback and evolving priorities
• Demonstrates a continuous learning mindset, seeking feedback and actively improving personal effectiveness and team processes
• Travel required (on a voluntary basis), up to 5%, and may include client site visits, training and organizational meetings