Job Description

Overview

The Customer Success Enablement and Effectiveness Coordinator supports the development, coordination, and delivery of practical resources that help Customer Success employees perform effectively and consistently. This role provides hands-on support across enablement programs, internal communications, learning materials, customer-value-focused product resources, and AI-enabled solutions. The Coordinator works under the direction of the Enablement Program Director and collaborates with Customer Success subject-matter experts and internal partners.

Responsibilities

• Help create, update, and maintain workshops, learning resources, playbooks, job aids, manager guides, presentations, and other enablement materials.
• Coordinate logistics for training sessions, working sessions, office hours, and related learning activities.
• Support facilitators with agendas, presentations, participant communications, materials, attendance tracking, and follow-up.
• Organize content, feedback, action items, and supporting documentation to maintain reliable enablement processes.
• Apply approved templates, standards, and workflows.
• Update resources as processes, tools, products, or team needs change. Customer-Value-Focused Product Enablement
• Support the development of resources that help Customer Success employees connect customer needs to relevant product capabilities.
• Organize use cases, discovery questions, talk tracks, examples, and customer scenarios.
• Partner with assigned subject-matter experts to ensure resources are accurate, clear, practical, and easy to apply.
• Emphasize how and when a product capability helps solve a customer problem, rather than documenting functionality alone.
• Support product enablement priorities as ownership and business needs evolve.

Internal Communications

• Build, format, schedule, and maintain internal Customer Success emails using an email service provider, email-building platform, or similar system.
• Support audience selection, content preparation, quality assurance, link validation, approvals, scheduling, and basic reporting.
• Maintain reusable email templates, communication calendars, and process documentation.
• Support targeted Customer Success communications assigned by the team.
• Escalate questions when direction is unclear or when communication decisions require additional stakeholder input.

AI-Enabled Resource Development

• Use approved AI tools to support presentation development, learning content, email creation, knowledge resources, and workflow improvement.
• Identify practical opportunities for AI tools, prompts, templates, and workflows to improve Customer Success effectiveness.
• Help build, test, document, and refine AI-enabled resources under the guidance of the Enablement Program Director.
• Gather user feedback and improve resources based on observed needs and results.
• Follow established expectations for human review, accuracy, privacy, responsible use, and source-of-truth alignment.

Coordination and Continuous Improvement

• Maintain organized files, trackers, templates, and documentation for assigned work.
• Track deadlines, dependencies, feedback, approvals, risks, and follow-up actions.
• Communicate progress, questions, and potential risks clearly and promptly.
• Identify opportunities to simplify recurring activities and improve consistency.
• Take on related responsibilities as Customer Success enablement and effectiveness needs evolve.

Qualifications

• Experience creating presentations, documents, emails, training materials, or other professional communications.
• Experience using an email service provider, email-building platform, marketing automation tool, or similar system.
• Experience coordinating projects, meetings, training sessions, communications, or team activities.
• Strong attention to detail and commitment to quality.
• Strong written and verbal communication skills.
• Ability to organize work, manage deadlines, and follow established processes.
• Ability to collaborate effectively with team members and subject-matter experts.
• Willingness to learn new tools, systems, products, and business processes.
• Comfort receiving direction, asking clarifying questions, and working through changing priorities.

Preferred Qualifications

• Familiarity with RealPage, Customer Success, SaaS, or technology-enabled business environments.
• Experience supporting training, onboarding, enablement, internal communications, or team programs.
• Experience coordinating or facilitating meetings, workshops, office hours, or learning activities.
• Experience using AI tools to improve content development, knowledge access, workflow efficiency, or team support.
• Demonstrated interest in identifying and developing practical AI-enabled resources beyond presentation design.
• Familiarity with customer-facing roles, product adoption, customer needs, or account-management processes.
• Experience with email campaigns, audience segmentation, basic reporting, or content-performance data.

KNOWLEDGE/SKILLS/ABILITIES

Required:

• Knowledge of basic enablement, learning, communications, or program-coordination practices.
• Ability to translate complex information into clear, practical, user-friendly resources.
• Ability to connect product capabilities to customer needs, use cases, and business outcomes.
• Strong writing, editing, formatting, and presentation-development skills.
• Strong organizational and project-coordination skills.
• High attention to detail in content, formatting, links, schedules, and data.
• Ability to manage multiple assignments and prioritize effectively.
• Ability to use templates, tools, and established workflows consistently.
• Ability to learn and apply new technology, including approved AI tools.
• Ability to review AI-generated content for accuracy, relevance, privacy, tone, and alignment with approved sources.
• Ability to work collaboratively with subject-matter experts and internal partners.
• Ability to communicate status, risks, questions, and decisions clearly.
• Practical, service-oriented mindset focused on helping Customer Success employees work more effectively.
• Sound judgment regarding when to proceed independently and when to seek guidance or escalation.