Success Enablement Manager

4 weeks ago


Cambridge, Massachusetts, United States Cartwheel Full time

Customer Success Role at Cartwheel

Cartwheel is an early-stage startup building technology-enabled mental health services that put schools at the center. We're looking for a mission-driven Customer Success Strategist to join our team and help us tackle the student mental health crisis.

As a Customer Success Strategist, you will work closely with our School Success team to develop and optimize content creation for onboarding guides, playbooks, training materials, customer resources, and internal documentation. You will also collaborate with Program Managers (CSMs) and cross-functional teams (sales, product, marketing) to improve customer experiences and drive consistent delivery.

Key Responsibilities:

  • Develop and optimize content creation for onboarding guides, playbooks, training materials, customer resources, and internal documentation.
  • Collaborate with Program Managers (CSMs) and cross-functional teams (sales, product, marketing) to improve customer experiences and drive consistent delivery.
  • Partner with the Success team to gather feedback, create streamlined handoff processes from sales to success, and ensure smooth ongoing support.
  • Create and implement training programs for internal teams to ensure consistent use of new tools and processes.
  • Drive the adoption and effectiveness of Success tools like CRM and customer communication platforms, while managing internal enablement programs to upskill team members.
  • Work closely with Success leadership to set and track key performance metrics, analyze data, and use insights to drive process improvements.

Requirements:

  • 3+ years in customer success, enablement, or operations plus 5+ years in education, education technology and/or health technology, preferably in a startup environment.
  • Experience developing scalable customer success processes and implementing systems from scratch, ideally in a startup or high-growth environment.
  • Comfortable using Google Suite (slides and sheets), CRMs (like Salesforce, HubSpot) and customer success tools, with a proven ability to quickly learn and adapt to new technologies.
  • Excellent communication and relationship-building skills, with the ability to create strong relationships with internal teams and customers.
  • Strategic and analytical thinker, with the ability to use data and feedback to guide decision-making and optimize processes for efficiency and scalability.

What We Offer:

  • Flexible paid time off
  • ~100% remote with quarterly team meetups, and a collaborative culture

We're committed to equal employment opportunity regardless of race, color, religion, ancestry, national origin, gender, sexual orientation, disability status, or veteran status.



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