We are looking for a strategic, customer-focused and execution-oriented Customer Success Enablement Manager to join our HQ Customer Success team.

In this role, you will design, manage and continuously improve customer onboarding, education and enablement initiatives across the Eurowag product portfolio in EWO, ensuring customers achieve early value, stronger product adoption and long-term success. You will play a key role in building a proactive Customer Success organization by creating scalable onboarding programes, customer education journeys, enablement content and internal CS training frameworks that can be rolled out across local offices.

You will report to the Head of Customer Success and work closely with the Customer Success Lead, Retention Lead, Customer Success Operations team, Product, UX/CX, Marketing, Commercial and local Customer Success teams across markets.

• 5+ years of relevant experience in Customer Success, Customer Care, Customer Enablement, Customer Onboarding, Customer Education, Customer Experience, or a similar role in a B2B or B2B2C environment.

• Proven experience designing and improving customer onboarding programes, training frameworks, enablement content or product adoption initiatives.

• Good understanding of the Customer lifecycle, especially onboarding, adoption, value realization and retention.

• Experience working with Customer Success, CRM or digital enablement tooling, including platforms that support customer journeys, in-app guidance, resource centers or training content.

• Demonstrated ability to translate customer and business needs into scalable onboarding and enablement programes.

• Experience working in an international / multi-country environment is preferred.

• Excellent level (C1 and above) of English (written and spoken); additional European languages are an advantage.

• Bachelor’s or Master’s degree in Business, Marketing, Education, Communications, Customer Experience, or a related field, or equivalent practical experience.

Other Skills and Competencies

• Strong stakeholder management and collaboration skills, with the ability to work effectively across Customer Success, Product, UX/CX, Marketing and local market teams.

• Excellent communication and presentation skills, able to explain concepts clearly to both customers and internal teams.

• Strong training and enablement capability, including the ability to create practical, engaging and scalable learning content.

• Highly organized, structured and process-oriented, with strong attention to detail and complex problem solving skills

• Customer-centric mindset with a strong focus on customer value, adoption and retention.

• Analytical and improvement-oriented; able to use feedback and performance data to refine programmes and identify opportunities.

• High level of ownership, proactivity and execution discipline.

• Comfortable working in a fast-changing environment and supporting the build-out of a new Customer Success function.

• Able to balance strategic thinking with hands-on execution.

• Responsibility, accountability, and effective time management

• Familiarity with customer segmentation is a plus

Customer Onboarding Strategy & Programme Management

• Design and own the customer onboarding strategies across the Eurowag product portfolio in EWO, ensuring alignment with broader Customer Success goals and business priorities.

• Create, manage and continuously improve onboarding plans, onboarding set-up, milestone frameworks and playbooks that support a consistent and scalable onboarding experience across markets.

• Ensure customers achieve first value as early as possible and transition smoothly from onboarding into long-term adoption, engagement and retention.

• Help develop/contribute towards the onboarding journeys that are tailored to customer needs, lifecycle stage, product mix and segment where applicable.

• Manage and monitor onboarding and adoption effectiveness aligned with KPIs and propose improvements to reduce friction, accelerate time-to-value and improve customer outcomes.

Customer Education & Adoption Enablement

• Design, coordinate and manage customer education programmes that support product adoption and value realisation, including:

  • in-app guidance,

  • digital resource center / help center content,

  • webinars,

  • onboarding materials,

  • training sessions,

  • customer-facing resources and guides.

• Collaborate with Product, UX/CX, Commercial and Marketing teams to ensure education content and journeys reflect product functionality, customer needs and clear value propositions.

• Ensure customer education initiatives are practical, scalable and easy to consume across different customer groups and markets.

• Gather customer feedback and usage insights to continuously improve learning content, onboarding quality and adoption support.

Internal CS Enablement & Capability Building

• Provide internal Customer Success training for local offices on Customer Success processes, tools, best practices and onboarding methodologies.

• Support the upskilling of local CS teams to strengthen consistency, confidence and execution quality across markets.

• Create and maintain internal enablement materials, training documentation and onboarding playbooks for CS teams.

• Help embed a proactive Customer Success mindset across the organization as part of the transition from Customer Care to Customer Success.

Lifecycle Programme Improvement

• Manage and continuously improve customer lifecycle programmes from an enablement and adoption perspective, ensuring onboarding and education are connected to longer-term retention and growth goals.

• Provide Customer Success input into lifecycle and journey design, especially around customer learning, value communication and in-product guidance.

• Work with CS Lead, Retention Lead and CS Ops to ensure lifecycle initiatives are aligned across onboarding, adoption, retention, churn prevention and expansion motions.

• Identify gaps in onboarding, adoption and customer education programmes and recommend scalable solutions.

Cross-Functional Collaboration

• Collaborate closely with the Customer Success Lead, Retention Lead and CS Operations to support the build-out and scaling of the Customer Success department.

• Work with Product, UX/CX and Marketing to align customer messaging, learning journeys, product education and value communication.

• Partner with local offices to ensure onboarding and enablement initiatives are implemented consistently and adapted where needed to local market realities.

• Work with key CS tooling and platforms to support onboarding, education and enablement initiatives.

Reporting, Insights & Continuous Improvement

• Track and report on onboarding, adoption and enablement performance, including key indicators/metrics related to onboarding completion, training engagement, adoption and early value achievement.

• Monitor projects’ delivery in time, scope, quality and budget dimensions.

• Gather customer and internal feedback to identify barriers, risks and opportunities for programme improvement.

• Use data and insights to refine enablement strategies, improve customer experiences and support stronger retention outcomes.

• Contribute to a culture of continuous improvement, standardization and customer-centricity within the Customer Success organization.

• Work with various tooling to support automations, dashboards and reporting needed for Customer Success (CRM, Pendo, Power BI, Bloomreach, etc)

• Provide regular updates on team performance, customer success metrics, and strategic initiatives to senior leadership.