Manager, Customer Success Enablement

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Job Title: Manager, Customer Success Enablement

Position Summary:
The Manager, Customer Success Enablement is responsible for designing and delivering high-impact internal enablement programs that drive measurable behavior change across Customer Success teams. This role partners closely with stakeholders translating business needs into targeted training solutions and ensures enablement programs are effective, scalable, and aligned to organizational priorities.

This individual contributor role requires strong product expertise, stakeholder influence, and a data-driven approach to enablement effectiveness. The Manager plays a critical role in connecting stakeholder needs to effective training experiences, while independently owning program delivery, measurement, and continuous improvement.

This role serves as a key execution partner in shaping how enablement is experienced across the organization, ensuring that training is not only delivered effectively but drives consistent, scalable outcomes. The Manager works within established enablement frameworks while providing thoughtful input to improve approaches, ensuring alignment between stakeholder priorities, learner needs, and business outcomes. Success in this role requires the ability to balance structure with flexibility, operate with a high degree of ownership, and continuously refine enablement programs based on data, feedback, and evolving organizational priorities.

Essential Job Responsibilities
Partner with cross-functional stakeholders (e.g. CSM, Onboarding, Onsite Training, Product) to identify enablement needs aligned with team priorities

Translate stakeholder input into:
Clear learning objectives

Defined behavior changes

Training effectiveness measures

Recommend appropriate enablement approaches (e.g. instructor-led, module-based, blended) based on audience and outcomes

Balance stakeholder needs to deliver scalable, practical solutions without over-indexing on ad hoc requests

Design and deliver instructor-led enablement sessions including:
New Hire Essentials programs

Role-based and ongoing upskilling initiatives

Develop and maintain non-instructor-led training assets such as:
Self-paced learning modules

Job aides, guides, and reference materials

Reinforcement and post-training resources

Serve as a subject matter expert across Clinicals, Collector, and Patient Experience, enabling facilitation and real-world application

Facilitate engaging, interactive sessions that emphasize:
Application and decision-making

Real-world scenarios and workflows

Adapt delivery style to meet the needs of diverse audiences and drive learner engagement

Additional Job Responsibilities:
Define and track training effectiveness metrics aligned to intended outcomes

Measure:
Behavior change

Knowledge retention

Adoption of workflows or product features

Analyze results and independently iterate on training content and delivery approach

Incorporate learner and stakeholder feedback into continuous improvement cycles

Contribute to defining and improving team processes and workflows

Support consistency in:
Training design

Delivery standards

Stakeholder engagement model

Identify opportunities to improve efficiency and scalability across enablement efforts

Maintain accountability for driving high-quality, reliable outputs

Expected Education & Experience:
Bachelor’s degree and a minimum of 3 years of experience in Customer Success, Enablement, Training, or a related field preferred

Proven experience delivering instructor-led training to diverse audiences, including new hire onboarding and ongoing skill development programs

Demonstrated experience partnering with cross-functional stakeholders to identify enablement needs and translate them into structured training solutions

Strong knowledge of customer workflows and product domains, including clinical and/or revenue cycle (Clinicals and Collector), or the ability to quickly develop subject matter expertise

Experience designing and delivering training programs that drive measurable behavior change and performance outcomes

Experience defining and tracking training effectiveness metrics (e.g. knowledge retention, adoption, behavior change)

Strong analytical, problem-solving, and decision-making abilities with the ability to identify root causes of performance gaps

Experience working with learning management systems (LMS), reporting tools, and shared documentation platforms

Effective time management and organizational skills with the ability to manage multiple priorities in a fast-paced, cross-functional environment

Strong verbal and written communication skills, including facilitation, presentation, and content development

Ability to translate complex concepts and workflows into clear, practical learning experiences

Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and collaboration tools such as Microsoft Teams and Sharepoint

Additional:
Ability to build trust and effectively partner with stakeholders, balancing competing priorities and driving alignment

Strong sense of ownership and accountability, with the ability to independently drive training programs from design through delivery and measurement

Outcome-oriented mindset focused on driving behavior change and measurable business impact

Experienced, confident facilitator who can engage diverse audiences and create interactive, application-based learning experiences

Strong attention to detail and commitment to delivering high-quality, consistent outputs

Ability to analyze data, learner feedback, and performance signals to continuously improve training effectiveness

Ability to prioritize and manage multiple initiatives simultaneously while maintaining deadlines and quality standards

Proactive approach to identifying gaps, anticipating needs, and driving improvements without direct oversight

Ability to work both independently and collaboratively within a cross-functional team environment

Demonstrates flexibility and adaptability in a fast-changing environment, adjusting approach based on feedback and evolving priorities

Demonstrates a continuous learning mindset, seeking feedback and actively improving personal effectiveness and team processes

Travel required (on a voluntary basis), up to 5%, and may include client site visits, training and organizational meetings

Expected Compensation
$79,000 - $135,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates.  Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
 

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued. 

Learn more about our culture and benefits here: athenahealth.com/careers  
https://www.athenahealth.com/careers/equal-opportunity