CS Enablement - GTM Manager

The Role: 

The Manager Customer Success Enablement GTM ensures that the entire go-to-market strategy for existing customers is seamless, from product development to customer adoption. The GTM Enablement Manager is responsible for work cross-departmentally to ensure a unified approach to product updates and go-to-market strategies that support a positive customer experience.  By implementing effective enablement strategies, the GTM Enablement Manager drives revenue growth, enhances CS productivity, and ensures a seamless customer experience. This role demands a deep understanding of both strategic planning and practical execution. The ideal candidate knows what great customer conversations look and sound like and is able to be a credible coach and thought-partner to ensure our Customer Success teams are as effective as they can be in maximizing customer relationships and the value of our partnership. Your ability to thrive in a rapidly changing and highly collaborative operational environment, strong communication, and creative problem-solving skills will all position you for success.

• Craft comprehensive go-to-market strategies that include positioning, messaging, scripts and outreach strategies that demonstrate strong understanding of customer needs and behaviors to enhance engagement and drive growth. 
• Conduct research on market trends, customer needs, and competitive landscapes to inform go-to-market strategies.
• Partner with the Training Manager on the development and delivery of comprehensive training programs, ensuring CSMs are well-versed in product features, benefits, and competitive advantages and have a supporting repository of collateral for all opportunity types.
• Conduct training sessions to arm CSMs with sales techniques, and positioning strategies; establish ongoing support channels for coaching to specific customer scenarios.
• Coordinate closely with Marketing, Product and Commercial Enablement teams to ensure alignment with overall company objectives, maintaining knowledge of product roadmaps and marketing campaigns for seamless integration into CS enablement initiatives.
• Support segment specific Customer Success playbook (Customer Success methodology and lifecycle management plays) and other required content for the customer lifecycle process.
• Monitor and analyze the effectiveness of enablement programs, using metrics and KPIs to assess performance.
• Incorporate customer feedback into enablement strategies ensuring that CSMs can address customer needs and objections effectively.
• Drive account growth and execute actions that support retention and address churn risks, ensuring high customer satisfaction.

The Team: 

You will join a newly developed Customer Success Enablement team at Carrot with the opportunity to work with various teams across the organization with the expressed goal of ensuring our CS teams are set up for success, ensuring we meet retention and growth goals, while continuously expanding the partnership we have with each of our customers.

Minimum Qualifications: 

• 3-5 years of enablement experience in a high-growth B2B startup
• 5+ years of work experience in Customer Success or Sales
• GTM experience across customer segments (Enterprise and SMB) and functions (Sales, Marketing, Onboarding, Customer Success)
• Ability to develop and execute comprehensive go-to-market strategies that align with business goals and market dynamics
• Experience with software demos, trials, and CRM tools like Salesforce
• Strong knowledge of the customer success process, customer journeys, methodologies, and best practices with the ability to translate market insights into effective strategy
• Excellent presentation and coaching skills
• Motivated and energized by the success of others
• The ability to build strong relationships and work collaboratively with cross-functional teams

Preferred Qualifications:

• Proven ability to analyze feedback and drive actionable results while using metrics to accomplish program, project and team goals; leveraging data to make decisions that optimize GTM strategies
• Exceptional project management skills with a track record of building trust and collaboration across multiple stakeholders
• Detail-oriented with a passion for delivering high-quality, impactful enablement solutions.
• The capacity to thrive in a fast-paced environment and quickly adapt to changing market conditions and organizational needs
• Familiarity with e-learning platforms and role-playing activities
• Instructional skills to develop and deliver impactful training programs that enhance sales team performance

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $90,000-$95,000 Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.