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Omada Health is seeking a Customer Experience Enablement Senior Manager to lead the strategy and operations that empower Customer Success Managers (CSMs) to deliver exceptional client outcomes. This role bridges strategic enablement and operational scaling, with roughly equal focus on each.
Strategic Enablement (50%): You will own a clear enablement roadmap tied to CX goals and customer-facing outcomes. This includes translating CSM pain points, customer feedback, and business priorities into actionable enablement strategies, content frameworks, and guidance. You will partner cross-functionally with Product Marketing, Clinical, Product, Analytics, Client Operations, and CX leadership to identify where enablement can most directly improve customer conversations, book management, retention, and growth. You will shape strategic narratives and frameworks that help CSMs communicate value consistently across the customer journey, and define success measures to continuously refine priorities.
Operational Scaling (50%): You will modernize and scale enablement infrastructure through systems thinking and process design. This includes improving knowledge management, team communications, enablement intake, resource discoverability, and self-serve support. You will identify opportunities to use AI and automation to reduce low-value manual work, create repeatable workflows, and build clear decision pathways so CSMs can easily find answers and understand priorities without high-touch project management.
You are an experienced enablement leader with 6–8+ years in customer success enablement, sales/revenue enablement, or customer success operations. You excel at breaking down ambiguous business problems into clear priorities and scalable solutions. You have a strong track record of translating feedback into roadmaps and resources that improve field effectiveness. You thrive in collaborative, cross-functional environments, operate autonomously in fast-paced settings, and have demonstrated success using AI, automation, or systems thinking to reduce manual work and improve scale. Experience enabling teams across multiple complex products, varied rules of engagement, and diverse buyer types is essential. A background or interest in health technology, digital health, or telemedicine is a plus.
