Overview

 
At Segment, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. Unfortunately, most product managers, analysts, and marketers spend too much time searching for the data they need, while engineers are stuck integrating the tools they want to use. Segment standardizes and streamlines data infrastructure with a single platform that collects, unifies, and sends data to hundreds of business tools with the flip of a switch. That way, our customers can focus on building amazing products and personalized messages for their customers, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to power the entire customer data ecosystem, and we need the best people to take the market. 
 
We’re looking for someone to jumpstart our Customer Success Enablement efforts. This person will be responsible for Segment-specific educational content to help Customer Success team members be more effective in their roles. The Customer Success Enablement Manager is a part of the Customer Education and Operations team, which supports the Customer Success team in ensuring that Segment’s customers get value from our products. 
 
As the first hire within the Customer Success Enablement team, you’ll defining what internal enablement for Segment’s CS team looks like. This includes identifying current gaps that could be solved with enablement, defining and creating curriculum for new hires and existing team members, supporting subject matter experts who teach the curriculum, and becoming a Segment expert yourself so you can lead sessions. Such a large scope of requires exceptional prioritization and project management skills, an affinity for picking up technical concepts quickly, and the ability to take ambiguous problems and figure out how Enablement can help solve it. Expect to work cross-functionally with all of Success, including our Customer Success Managers, Solutions Architects and Success Engineers, as well as the Product, Engineering and Marketing teams.
 

What you’ll do: 

  • Design what CS Enablement looks like at Segment
  • Identify the current knowledge and skills gaps in our Success organization and create curriculum to fill those gaps 
  • Design, implement, and manage how we onboard new Success teammates 
  • Collaborate with internal experts to design and deliver effective Enablement courses
  • Become a Segment product expert to understand Enablements needs, and facilitate trainings
  • Identify how to keep the Success team up-to-date on a constantly evolving product
  • Actively seek feedback from Success team members on their needs, and adapt existing enablement or create new enablement to meet those needs
  • Identify and track the metrics that indicate the success of Enablement efforts

You’re a great fit if you…

  • You can take complex technical concepts and clearly explain them to technical and non-technical audiences
  • You’re a natural teacher — people come to you when they want to learn a new skill, even if it’s not something you’re an expert in 
  • You love being an expert, and your constantly (and creatively) seek out how to become the expert on new topics
  • You have a proven track record of picking up new, often technical skills quickly
  • You can be both strategic and an executor
  • People love working on projects with you, and you have a history of leading multi-stakeholder projects to success
  • You’re passionate about improving the lives of the people you work with, and you believe new skills and additional knowledge are one way to do that

Bonus points:

  • You’ve taught technical concepts before
  • You’ve worked in a Success role 
  • You’ve used Segment

Segment is an equal opportunity employer. We believe that everyone should receive equal consideration and treatment in all terms and conditions of employment regardless of sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender identity, gender expression, race, color, religion, creed, national origin, ancestry, age (over 40), physical disability, mental disability, medical condition, genetic information, marital status, domestic partner status, military or veteran status, height, weight, AIDS/HIV status, and any other protected category under federal, state or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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