[Remote] CX Enablement Program Manager

Note: The job is a remote job and is open to candidates in USA. Granicus is a technology company transforming the Govtech industry by connecting governments with their constituents. The CX Enablement Program Manager is responsible for designing and delivering programs that strengthen the capabilities of post-sales teams, focusing on enhancing customer success and experience.

Responsibilities

• Stay knowledgeable on government buying, competitive landscapes, and emerging digital government needs
• Curate and maintain a library of enablement assets—guides, workflows, process documents, certifications, and job aids
• Translate complex product information into clear, digestible resources for frontline teams to drive deeper knowledge of what we sell and why it matters
• Partner with product teams to ensure post-sales teams understand new releases, roadmap shifts, and technical capabilities
• Partner with leadership and use data analysis to identify skill gaps, streamline processes, ensure consistent customer experience, and drive expansion and growth
• Collaborate with Implementation, Support, and Product to ensure training reflects operational needs and evolving customer challenges
• Track enablement effectiveness through assessments, certifications, quality audits, CSAT trends, program metrics, and Experience Partner impact stories
• Facilitate live training workshops, virtual sessions, and small-group coaching
• Serve as a trusted advisor to post-sales leadership on enablement strategy and talent readiness
• Engage in structured call listening and call coaching programs, one-to-one coaching, and training to support initiatives, as applicable
• Build structured, competency-based enablement pathways for CSCs and Experience Partners, aligned to customer lifecycle stages and outcome delivery
• Develop a standardized playbook for Customer Success Consultants and a toolkit for Experience Partners to address common government customer challenges

Skills

• Marketing, or a related field OR equivalent experience
• 2-5 years of experience in enablement, CX program management, customer success, consulting, training, or related fields
• Proven ability to design and deliver high-quality enablement programs, ideally within SaaS or GovTech environments
• Strong understanding of post-sales motions (support, onboarding, customer success, customer outcomes, advisory services)
• Exceptional communication and facilitation skills, with comfort delivering to both small teams and large groups
• Experience creating structured learning materials, playbooks, and scalable training assets
• Ability to analyze data, identify trends, and translate insights into actionable program improvements
• Highly collaborative mindset with the ability to work across cross-functional revenue impacting teams
• Strong program design approach with emphasis on change & project management
• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Benefits

• Remote
• Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee population

Company Overview