Customer Success Enablement Manager

4 days ago

Miami, FL, United States Nysonian Full time
About the job
Company Overview

At Nysonian, we exist to build the next generation of global lifestyle brands-brands that inspire how people travel, move, and live. We believe the future belongs to companies that create not just products, but experiences that empower people worldwide.

From luxury travel to fitness and wellness, our portfolio is growing fast:
  • NOBL Travel - one of the fastest-growing luggage brands, redefining modern travel with design, durability, and style
  • FLO Pilates - the world's leading Pilates brand, bringing the practice into homes and wardrobes everywhere
  • REDGE Fit - a new standard in at-home strength training, making performance accessible to all
Behind these brands is our full-stack D2C platform: manufacturing, distribution, and a growing tech team building the apps and digital infrastructure that power seamless customer experiences.

With $150M+ in annual revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we've proven what's possible in just a few years. But we're only at the beginning-this is a chance to shape brands that will define the next decade.
About the Role

The Customer Success Enablement Manager is a strategic, people-first leader responsible for empowering NOBL's customer-facing teams to deliver a consistently premium, effortless experience. This role focuses on coaching, process optimization, and capability building-bridging strategy, training, and operations to elevate both team performance and customer satisfaction.

As a champion of excellence and transformation, the Manager will design and implement scalable enablement programs, refine workflows, and align cross-functional processes to embody NOBL's brand promise: Travel Well. Travel NOBL.
Key Responsibilities

Leadership & Strategy
  • Lead the design and implementation of enablement programs that empower customer-facing teams to deliver high-quality service and brand-aligned experiences.
  • Partner with Sales, Marketing, Operations, and Product to align tools, processes, and messaging across the customer journey.
  • Collaborate with senior leadership to translate business goals into customer success strategies that drive loyalty and retention.
  • Serve as a key advisor on customer-centric best practices, fostering a culture of learning, ownership, and continuous improvement.
Enablement & Coaching
  • Develop and deliver training initiatives focused on communication, problem-solving, and operational excellence.
  • Coach team leaders and managers to improve performance, consistency, and customer empathy across all touchpoints.
  • Build resource libraries, playbooks, and onboarding frameworks that reinforce NOBL's service standards and workflows.
  • Facilitate regular skill assessments, workshops, and feedback loops to ensure learning translates into measurable impact.
Operational Excellence & Process Improvement
  • Partner with Operations and Technology to identify workflow inefficiencies and implement solutions that enhance team efficiency and scalability.
  • Standardize procedures and communication frameworks across the Contact Center and Customer Success functions.
  • Lead change management initiatives to support adoption of new tools (e.g., Microsoft Dynamics 365, AI-powered solutions).
  • Define and track success metrics (e.g., adoption rates, training impact, efficiency gains) to measure enablement program ROI.
Culture & Team Development
  • Foster engagement, collaboration, and accountability across customer-facing teams.
  • Champion a "learn, improve, repeat" culture that celebrates growth, innovation, and excellence.
  • Mentor emerging leaders and high performers, ensuring clear career pathways and succession planning.
Qualifications & Experience
  • 8+ years of experience in Customer Success, Customer Experience, or Operations, with at least 5 years in leadership or enablement roles.
  • Proven success designing and implementing training, coaching, or enablement programs for large, customer-facing teams.
  • Experience leading cross-functional improvement initiatives that enhanced performance, consistency, or customer satisfaction.
  • Strong operational and analytical skills with the ability to translate data and feedback into actionable training and process improvements.
  • Proficiency with CRM and enablement tools (Microsoft Dynamics 365 and LMS platforms preferred).
  • Excellent communication, facilitation, and stakeholder management skills.
  • Bachelor's degree in Business, Communications, or related field (Master's or CX/CS certification such as CCXP or CSP preferred).

Why This Role Matters

This role is central to NOBL's mission of redefining premium travel experiences through empowered people and purposeful processes. By equipping teams with the skills, structure, and confidence to deliver effortless service, the Customer Success Enablement Manager ensures every interaction reflects NOBL's signature sophistication, care, and commitment to excellence.

Travel Well. Travel NOBL.

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