Director, Customer Success Enablement

Work Wave is the leading provider of cloud-based software solutions to pest control, lawn care, landscape management, and other green industries. Our special sauce is our team:
We’re a group of makers, doers, creative thinkers, and hard workers, and we’re always looking for individuals who embrace those ideals to come and help us grow. When you become a part of this company, you’ll become part of a dynamic, friendly, fun, and forward-looking community.

We are looking for a high-impact Director, Customer Success Enablement to empower our post-sales organization. This role is the bridge between strategy and execution, ensuring our Customer Success Managers (CSMs) have the tools, knowledge, and processes to drive world-class retention and expansion.

You will be the architect of our CS enablement ecosystem—owning everything from the foundational onboarding of new hires to the strategic rollout of our Customer Success platform and the change management required to make those transitions stick within the team, and cross-functionally.

• End-to-End Enablement Strategy: Design and execute a holistic enablement roadmap for the Customer Success organization that aligns with company-wide growth targets and retention goals.
• Cross-Functional Synergy: Act as the primary liaison between Product, Marketing, Sales, and CS to ensure that product launches, messaging updates, and hand-off processes are seamlessly integrated into the CS workflow.
• CSM Onboarding: Own and evolve the "New Hire" journey, ensuring every CSM reaches full productivity quickly through a robust, structured, and measurable onboarding program.

• CRM & Tech Stack Strategy: Serve as the strategic partner in the development, launch, and optimization of the Customer Success CRM (e.g., Gainsight, Totango, or Salesforce).
• Workflow Design: Partner with leadership to build and refine efficient workflows that reduce administrative burden and allow CSMs to focus on high-value customer interactions.
• Driving Adoption: Ensure 100% tool adoption by applying industry best practices to training and ongoing support.
• Compliance: Monitor compliance within the CS tools, providing leadership with accurate insights into team activity and customer health.

• Strategic Planning: Partner with leadership to create and manage CS Master plan, ensuring the capture and execution of strategic initiatives (NPS, post sales customer journey, etc.).
• Change Strategy Execution: Develop and lead change management strategies to support major process shifts or tool implementations.
• Resilience & Adoption: Use structured frameworks to minimize "change fatigue," ensuring the CSM team embraces new ways of working with minimal disruption to the customer experience.
• Continuous Improvement: Regularly audit existing processes to identify friction points and deploy enablement interventions to solve them.

• Experience: 8+ years in Enablement, Customer Success, or Customer Success Operations, with at least 3 years in a leadership capacity.
• Enablement Best Practice: Deep understanding of industry best practices related to skills assessment, adult learning, and training delivery.
• Tool Expertise: Experience implementing and optimizing CS Platforms (Planhat) with Salesforce, to drive operational efficiency and team-wide tool adoption.
• Strategic Mindset: Ability to connect high-level organizational strategy to day-to-day tactical execution.
• Communication: Exceptional ability to influence cross-functional stakeholders and lead through change.
• Analytical
  
  Skills:
  
  Strong ability to use data to demonstrate the value of enablement and measure program ROI.

• We know that there are benefits of being in the office and working from home. Work Wave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired.
• We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.
• Whether you work…