Hybrid Customer Success Enablement Manager

at SYSPRO

• Job title: Customer Success Enablement Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Sunninghill, South Africa

About the role

• Customer Success Enablement Manager responsible for designing and optimizing customer journeys with a focus on SaaS solutions. Collaborating with cross-functional teams to enhance customer experiences and outcomes.

Responsibilities

• Design, implement, and continuously improve digital-first customer journeys and feedback channels across onboarding, adoption, value realization, and renewal.
• Develop, monitor and moderate Community Forums
• Build automated lifecycle programs (email, in-product messaging, webinars, content pathways) to serve customers at scale.
• Create self‑service enablement resources that accelerate time-to-value and reduce friction, helping customers achieve outcomes, such as guides, videos, toolkits, and digital onboarding tracks.
• Perform administrative duties across digital platforms for access & identity management, enabling journey orchestration & personalisation across customer journey touchpoints
• Monitor customer health, usage patterns, and behavioural signals to trigger targeted engagement playbooks.
• Use insights and feedback to optimize digital content, refine customer pathways, and identify improvement opportunities.
• Collaborate with analytics & operational teams to interpret trends and measure the impact of digital programs.
• Build strong, trust-based relationships with stakeholders to understand customer goals, success criteria, and challenges.
• Advocate across the eco-system toward value realization, ensuring our solutions deliver measurable business outcomes.
• Partner with Marketing to align lifecycle campaigns and ensure consistency across messaging channels.
• Work with Product and Business Systems to integrate feature adoption campaigns and surface feedback on user behaviour.
• Collaborate with Account Management and Support Services to unify digital and human engagement, ensuring consistency in tone and expectations.
• Promote awareness and adoption of standard support offerings, ensuring employees, customers and partners know where and how to get help.

Requirements

• Proven experience in Customer Success, Account Management, or advisory roles for SaaS or technology businesses.
• Strong understanding of SaaS customer journeys and lifecycle automation.
• Ability to manage complex customer journeys involving multiple stakeholders.
• Focused on execution.
• Influential, with excellent communication and cross-functional coordination skills
• Collaborative. Solution-oriented mindset with experience working across teams.
• Familiarity with CRM, automation platforms, product analytics and reporting tools.
• Comfortable working with data to assess customer health and inform decision-making.