Nysonian Inc. · 2 months ago
Customer Success Enablement Manager
Miami, FL
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expNysonian Inc. is dedicated to building the next generation of global lifestyle brands. The Customer Success Enablement Manager will empower customer-facing teams to deliver premium experiences through coaching, process optimization, and capability building, while collaborating with various departments to align strategies that enhance customer satisfaction.
Retail
Responsibilities
Lead the design and implementation of enablement programs that empower customer-facing teams to deliver high-quality service and brand-aligned experiences
Partner with Sales, Marketing, Operations, and Product to align tools, processes, and messaging across the customer journey
Collaborate with senior leadership to translate business goals into customer success strategies that drive loyalty and retention
Serve as a key advisor on customer-centric best practices, fostering a culture of learning, ownership, and continuous improvement
Develop and deliver training initiatives focused on communication, problem-solving, and operational excellence
Coach team leaders and managers to improve performance, consistency, and customer empathy across all touchpoints
Build resource libraries, playbooks, and onboarding frameworks that reinforce NOBL’s service standards and workflows
Facilitate regular skill assessments, workshops, and feedback loops to ensure learning translates into measurable impact
Partner with Operations and Technology to identify workflow inefficiencies and implement solutions that enhance team efficiency and scalability
Standardize procedures and communication frameworks across the Contact Center and Customer Success functions
Lead change management initiatives to support adoption of new tools (e.g., Microsoft Dynamics 365, AI-powered solutions)
Define and track success metrics (e.g., adoption rates, training impact, efficiency gains) to measure enablement program ROI
Foster engagement, collaboration, and accountability across customer-facing teams
Champion a 'learn, improve, repeat' culture that celebrates growth, innovation, and excellence
Mentor emerging leaders and high performers, ensuring clear career pathways and succession planning
Qualification
Required
8+ years of experience in Customer Success, Customer Experience, or Operations, with at least 5 years in leadership or enablement roles
Proven success designing and implementing training, coaching, or enablement programs for large, customer-facing teams
Experience leading cross-functional improvement initiatives that enhanced performance, consistency, or customer satisfaction
Strong operational and analytical skills with the ability to translate data and feedback into actionable training and process improvements
Proficiency with CRM and enablement tools (Microsoft Dynamics 365 and LMS platforms preferred)
Excellent communication, facilitation, and stakeholder management skills
Bachelor's degree in Business, Communications, or related field
Preferred
Master's or CX/CS certification such as CCXP or CSP preferred
Company
Nysonian Inc.
At Nysonian, we exist to build the next generation of global lifestyle brands—brands that inspire how people travel, move, and live.
Toronto, ON, CA
201-500 employeesFunding
Current Stage
Growth StageCompany data provided by crunchbase