Customer Success Manager, Mid-market

At Enable, we are transforming the supply chain with our cutting-edge rebate management software. We see rebates as a strategic advantage, strengthening partnerships, driving smarter decisions, and unlocking significant value across the entire supply chain – from manufacturers to consumers.

After securing $276M in Series A-D funding, we are positioned for continued, significant growth. Since the launch of our flagship product in 2016, we have been rapidly scaling our client base, product offerings, and built a team of top-tier talent committed to reshaping the industry.

Want a glimpse into life at Enable? Visit our Life at Enable page to learn how you can be part of our journey.

Job Summary

As a Customer Success Manager, Mid-Market your priority focus will be delivering value to your customers during the entire duration of the partnership, helping customers identify and realize positive business outcomes with Enable that results in retaining and expanding the account.

You will be assigned to work with customers within our Mid-Market and SMB segments. Working with a high-volume of customers you’ll be an expert at managing multiple stakeholders and priorities. You will be accountable for the overall success of your assigned customers throughout their entire journey with Enable. You will work closely with a Manager of Implementations who will be responsible for the outcomes of the implementation phase of your customers' journey.

You will remain actively engaged during the implementation phase, ensuring that any risks or issues raised by the Manager of Implementations and/or Project Manager are mitigated promptly. The implementation phase comprises the successful accomplishment of onboarding, feature implementation and legacy-system retirement milestones. You will become the trusted advisor who will empower our customers to sign up for additional Enable resources and solutions. You will seek out opportunities to upgrade our existing customers and work closely with the Revenue team to convert Customer Success Qualified Leads into expansion opportunities and create successful renewal and retention strategies.

Duties and Responsibilities: Stakeholder Management

• Build and maintain long-lasting customer relationships to retain and expand accounts.
• Present to stakeholders at all levels, including end users and C-suite executives.
• Serve as the key escalation point for customer concerns
• Collaborate with internal teams (Product, Sales, and Support) to address customer needs and improve offerings.

Duties and Responsibilities: Customer Success and Product Adoption

• Use the Customer Success Platform, Planhat, to automate tasks and customer interactions where appropriate.
• Manage a high-volume, fast-paced book of business with an organized approach.
• Work closely with the Manager of Implementations to help customers transition from legacy processes and ensure full adoption of Enable as their Rebate source of truth.
• Guide customers through the Enable Customer Journey, from onboarding to proficient, value-driven use of the platform.
• Continuously develop expertise in the rebate industry to provide best practices and become a trusted advisor.
• Drive product adoption for post-implementation stage customers, ensuring maximum value.

Duties and Responsibilities: Commercial Responsibility and Account Growth

• Drive customer loyalty by proactively seeking advocacy opportunities and managing NPS and CSAT metrics.
• Identify expansion opportunities and develop tailored account plans to help customers achieve measurable outcomes and ROI.
• Identify at-risk accounts early and develop strategies to mitigate churn.

Duties and Responsibilities: Internal Collaboration and Process Improvement

• Align internal stakeholders and team members to help customers realize quantifiable business value from Enable.
• Work with team members and other departments to continually improve our offerings, address data trends, and optimize customer processes, particularly within the Mid-Market and SMB segments
• Maintain accurate customer records for assigned accounts in Planhat.
• Contribute to achieving department goals and OKRs

Knowledge, Skills, and Abilities (KSAs)

• Proven Customer Success management background with a minimum of 3 years of experience in the SaaS industry.
• Highly organized individual who can work at pace with many projects at once.
• Track record of high achievement in Customer Success roles, including positive expansion and retention metrics.
• Natural rapport builder and effective communicator with a passion for driving positive changes and providing excellent service delivery to customers.
• Strong prioritization skills to balance internal projects and act as an escalation point for team and customer concerns.
• Ability to work well with internal teams, balancing team and customer success with company needs and opportunities.

Required Education and Experience

• Minimum of 3 years of experience in Customer Success management within the SaaS industry.
• Proven experience managing customers across Mid-market and SMB segments.
• Demonstrated success in the achievement of departmental goals.

Preferred Education and Experience

• Prior experience in the rebate or supply chain industry.
• Familiarity with Enable’s offerings and customer base.
• Advanced training or certifications in Customer Success or related fields.

Travel

• Occasional travel may be required to meet with customers or attend company events.

Total Rewards:

At Enable, we’re committed to helping all Enablees grow. During the interview process, we assess your level based on experience, expertise, and role scope, aligning it with our compensation bands. Starting pay is determined by factors like location, skills, experience, market conditions, and internal parity.

Salary/TCC is just one component of Enable’s total rewards package. Enable is committed to investing in the holistic health and wellbeing of all Enablees and their families. Our benefits and perks include, but are not limited to: 

Paid Time Off: Take the time you need to relax and recharge 

Wellness Benefit: Quarterly incentive dedicated to improving your health and well-being 

Comprehensive Insurance: Health and life coverage for you and your family 

Retirement Plan: Build your future with our retirement savings plan 

Lucrative Bonus Plan: Enjoy a rewarding bonus structure subject to company or individual performance 

Equity Program: Benefit from our equity program with additional options tied to tenure and performance 

Career Growth: Explore new opportunities with our internal mobility program 

Additional Perks:   

According to LinkedIn's Gender Insights Report, women apply for 20% fewer jobs than men, despite similar job search behaviors. At Enable, we’re committed to closing this gap by encouraging women and underrepresented groups to apply, even if they don’t meet all qualifications.

Enable is an equal opportunity employer, fostering an inclusive, accessible workplace that values diversity. We provide fair, discrimination-free employment, ensuring a harassment-free environment with equitable treatment.

We welcome applications from all backgrounds. If you need reasonable adjustments during recruitment or in the role, please let us know.