Overview:
The Customer Success Enablement and Effectiveness Coordinator supports the development, coordination, and delivery of practical resources that help Customer Success employees perform effectively and consistently. This role provides hands-on support across enablement programs, internal communications, learning materials, customer-value-focused product resources, and AI-enabled solutions. The Coordinator works under the direction of the Enablement Program Director and collaborates with Customer Success subject-matter experts and internal partners.
Responsibilities:
- Help create, update, and maintain workshops, learning resources, playbooks, job aids, manager guides, presentations, and other enablement materials.
- Coordinate logistics for training sessions, working sessions, office hours, and related learning activities.
- Support facilitators with agendas, presentations, participant communications, materials, attendance tracking, and follow-up.
- Organize content, feedback, action items, and supporting documentation to maintain reliable enablement processes.
- Apply approved templates, standards, and workflows.
- Update resources as processes, tools, products, or team needs change. Customer-Value-Focused Product Enablement
- Support the development of resources that help Customer Success employees connect customer needs to relevant product capabilities.
- Organize use cases, discovery questions, talk tracks, examples, and customer scenarios.
- Partner with assigned subject-matter experts to ensure resources are accurate, clear, practical, and easy to apply.
- Emphasize how and when a product capability helps solve a customer problem, rather than documenting functionality alone.
- Support product enablement priorities as ownership and business needs evolve.
Internal Communications
- Build, format, schedule, and maintain internal Customer Success emails using an email service provider, email-building platform, or similar system.
- Support audience selection, content preparation, quality assurance, link validation, approvals, scheduling, and basic reporting.
- Maintain reusable email templates, communication calendars, and process documentation.
- Support targeted Customer Success communications assigned by the team.
- Escalate questions when direction is unclear or when communication decisions require additional stakeholder input.
AI-Enabled Resource Development
- Use approved AI tools to support presentation development, learning content, email creation, knowledge resources, and workflow improvement.
- Identify practical opportunities for AI tools, prompts, templates, and workflows to improve Customer Success effectiveness.
- Help build, test, document, and refine AI-enabled resources under the guidance of the Enablement Program Director.
- Gather user feedback and improve resources based on observed needs and results.
- Follow established expectations for human review, accuracy, privacy, responsible use, and source-of-truth alignment.
Coordination and Continuous Improvement
- Maintain organized files, trackers, templates, and documentation for assigned work.
- Track deadlines, dependencies, feedback, approvals, risks, and follow-up actions.
- Communicate progress, questions, and potential risks clearly and promptly.
- Identify opportunities to simplify recurring activities and improve consistency.
- Take on related responsibilities as Customer Success enablement and effectiveness needs evolve.
Qualifications:
- Experience creating presentations, documents, emails, training materials, or other professional communications.
- Experience using an email service provider, email-building platform, marketing automation tool, or similar system.
- Experience coordinating projects, meetings, training sessions, communications, or team activities.
- Strong attention to detail and commitment to quality.
- Strong written and verbal communication skills.
- Ability to organize work, manage deadlines, and follow established processes.
- Ability to collaborate effectively with team members and subject-matter experts.
- Willingness to learn new tools, systems, products, and business processes.
- Comfort receiving direction, asking clarifying questions, and working through changing priorities.
Preferred Qualifications
- Familiarity with RealPage, Customer Success, SaaS, or technology-enabled business environments.
- Experience supporting training, onboarding, enablement, internal communications, or team programs.
- Experience coordinating or facilitating meetings, workshops, office hours, or learning activities.
- Experience using AI tools to improve content development, knowledge access, workflow efficiency, or team support.
- Demonstrated interest in identifying and developing practical AI-enabled resources beyond presentation design.
- Familiarity with customer-facing roles, product adoption, customer needs, or account-management processes.
- Experience with email campaigns, audience segmentation, basic reporting, or content-performance data.
KNOWLEDGE/SKILLS/ABILITIES
Required:
- Knowledge of basic enablement, learning, communications, or program-coordination practices.
- Ability to translate complex information into clear, practical, user-friendly resources.
- Ability to connect product capabilities to customer needs, use cases, and business outcomes.
- Strong writing, editing, formatting, and presentation-development skills.
- Strong organizational and project-coordination skills.
- High attention to detail in content, formatting, links, schedules, and data.
- Ability to manage multiple assignments and prioritize effectively.
- Ability to use templates, tools, and established workflows consistently.
- Ability to learn and apply new technology, including approved AI tools.
- Ability to review AI-generated content for accuracy, relevance, privacy, tone, and alignment with approved sources.
- Ability to work collaboratively with subject-matter experts and internal partners.
- Ability to communicate status, risks, questions, and decisions clearly.
- Practical, service-oriented mindset focused on helping Customer Success employees work more effectively.
- Sound judgment regarding when to proceed independently and when to seek guidance or escalation.
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