About the team & opportunity
What's so great about working on Calendly's Customer Experience team?
We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day
Why do we need you?
Exciting growth, come join us and make an impact! We are looking for a Manager of Customer Success Enablement who has led customer relationships directly, understands customer needs, and most importantly, knows what customers value from a technology solution. You will report to the Head of Customer Experience Operations, and you will use your past experience to produce engaging content, further talent, stream-lined workflows, to bring all Success functions together and deliver a value-driven and cohesive experience across the entire customer lifecycle.
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A day in the life of a Manager, Customer Success Enablement at Calendly
You will work collaboratively and independently, ensuring quality customer experiences are also crafted across cross-functional teams, including Marketing and Product. Understanding how to facilitate the balance between tactical and strategic priorities, you will take action in ambiguous areas and show decision-making abilities needed to gain leadership alignment. Your strong subject matter expertise will be an invaluable asset to your team and collaborators as you help effective organizational growth. A strong candidate will relish the opportunity to jump into a fast-paced and evolving work environment that drives significant impact crafting meaning customer deliverables.
On a typical day, you will be working on:
- Build and deliver outstanding playbooks, campaigns, and collateral in collaboration with Success leaders to enable CSMs with assets that help define customer journeys across the lifecycle to drive customer value and adoption leading to efficient renewals.
- Lead a culture of continuous improvement, promote an ethos of rapid iteration based on insights gleaned from customer feedback and data analytics, and collaborate cross-functionally with leaders from customer success to ensure an effortless user experience passionate about value outcomes.
- Craft and maintain efficient strategies for asset delivery and discovery along with aligning appropriate Gainsight workflows for all Success teams.
- Collaborate with CS leadership to develop and deliver success team onboarding and training to increase customer satisfaction, adoption, retention, simplified Gainsight processes, coordinate documentation in Confluence, and build scalable learning programs for individual proficiencies.
What do we need from you?
- 7+ years' proven experience as a Customer Success Manager, or a similar role in Customer Success Operations and Strategy
- Accomplished at developing strategies, translating them into initiatives, and delivering successfully to the customer-facing teams
- Experience driving CS tool adoption (Gainsight) and demonstrating customer success standard processes
- You have a customer approach - you can easily put yourself in the customer's shoes and represent their point of view back to other team members
- You have an appetite for creative challenges - you see problems as opportunities to address. You are naturally curious and are constantly pushing to understand the "why"
- You get things done - you know when it is time to turn from ideation to execution, and you do it magnificently and with passion and attention to detail
- Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time
What's in it for you?
Ready to make a serious impact? Millions of people already rely on Calendly's products, and we're still in the midst of our growth curve - it's a phenomenal time to join us. Everything you'll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you've ever worked with, then we hope you'll consider allowing Calendly to be a part of your professional career.
Our Hiring Process:
Typically, individuals will participate in the following interview process. However, there may be slight nuances given the role and or department we are hiring for. Please keep in mind that individuals can be declined from the position at any stage of the process.
- Qualified individuals will be encouraged to schedule a phone interview with a member of our recruiting team. This is an excellent time to ask any initial questions you have about the company or the role.
- Next, we'll put you in direct contact with the hiring manager. You'll get a chance to learn even more about life at Calendly, the responsibilities within your role, and the qualities needed to succeed here.
- Then, you will perform an interview exercise, where you can highlight your skills.
- Next, or in parallel, you'll meet with your potential team members.
- Finally, we get connect with those you've worked with before, to learn more about the impact you can make, the value you bring, and the best way to set you up for success at Calendly.
We aim to provide an inclusive and equitable experience to everyone who expresses interest in working at Calendly. The recruiter assigned to this role will keep you informed every step of the way. Have questions? Let your recruiter know! Want to share your experience? We are passionately committed to improving and building on our process, and we consider feedback a gift.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at recruiting@calendly.com.
This specific role is not eligible for employment in California, Hawaii, or Alaska. Note that all individual roles will specify location eligibility.