Customer Success Enablement Specialist

Overview

Aquent is proud to partner with a pioneering leader in the SaaS industry to find a visionary professional ready to revolutionize customer engagement and shape the future of lifecycle strategy. In this impactful role, you will be at the heart of transforming how a market-leading digital ecosystem connects with its customers, designing and executing high-impact, scalable growth and retention programs. By blending advanced digital capabilities with strategic human touchpoints, your work will directly influence the success and loyalty of thousands of businesses globally, driving sustained growth and making a tangible, lasting impact.

What You’ll Do

In this dynamic role, you will design and execute strategies that optimize the customer journey and foster long-term loyalty. Your key responsibilities will include:

• Architecting digital-first welcome, nurture, retention, and win-back programs, including dynamic free-trial conversion strategies tailored for small businesses and professional service providers.
• Collaborating with Data Science and Analytics teams to integrate AI and propensity modeling, deploying proactive, data-driven interventions to address churn risks early and automate high-value outreach.
• Partnering with CX Design to develop comprehensive execution playbooks, clear process maps, and strategic resource plans for internal and external teams.
• Leading agile experimentation from ideation to launch, measuring and proving the ROI of new strategies before scaling them.
• Continuously optimizing customer lifecycle touchpoints to boost retention, increase feature adoption rates, and generate qualified opportunities.
• Orchestrating seamless collaboration across Sales, Product, Marketing, Analytics, and CX Operations to align on retention goals and eliminate journey friction.
• Engaging with international peers to share experimental learnings, adopt best-in-class frameworks, and champion global initiatives.
• Defining leading and lagging Key Performance Indicators (KPIs), measuring program impact, and presenting data-backed insights to senior stakeholders.

What You Bring

To thrive in this fast-paced, commercially focused environment, you should possess the following qualifications and skills:

• SaaS Experience: Proven experience in Customer Success, Customer Growth, or Enablement roles within a fast-moving SaaS organization, with a specific focus on customer retention strategy, lifecycle design, or scalable program management.
• Commercial & Tech-Touch Acumen: A commercially minded approach with a strong track record of supporting retention, adoption, or revenue expansion within a 1:many or tech-touch SaaS Customer Success model.
• Operational Excellence: A passion for refining process maps, optimizing implementation workflows, and enhancing overall operational efficiency.
• Data-Driven Mindset: Strong analytical skills with the ability to explore complex data, quantify ROI, measure pilot success, and identify areas for continuous improvement.
• Collaboration & Communication: Exceptional ability to connect customer success tactics to broader business priorities, foster cross-functional alignment, and communicate complex concepts clearly to key decision-makers.