Customer Success Enablement Manager

Who we are

HopSkipDrive’s mission is to create opportunity for all through mobility. Our innovative, supplemental school transportation solutions are used by over 600 school districts, charter schools, nonprofits, government agencies, as well as busy families to safely and reliably get kids where they need to go.

Student transportation is the largest mass transit system in the U.S. The way kids get to and from school has a direct impact on our kids, families, schools and communities. While school districts spend $28 billion annually on transportation, only 30% of kids get to school on a bus. The current system can no longer meet all the transportation needs of our districts, schools and families — and its shortcomings are causing inequities in educational access that are affecting the welfare of millions of kids each day.

HopSkipDrive is taking a different approach to arranging safe, reliable school transportation that meets needs that aren’t being addressed by the current system, helping to fill gaps and supplement the student transportation options available. We create personalized transportation solutions for the one to the many, and everything in between.

We’re a company with heart

Our partnerships with school districts, child welfare agencies and nonprofits ensure equitable educational access for the most vulnerable populations, including youth in foster care, children experiencing homelessness and students with disabilities. 

We understand that the difference between struggle and success can sometimes be as simple as the ability to show up, which is why we’re on a mission to use innovative technology — coupled with operational expertise and new ways of thinking — to help kids reach their full potential by providing a safe, dependable way to get them where they are going.

We’re an awesome place to work

Our company culture has been well-recognized — HopSkipDrive has been named to Fast Company’s Most Innovative Companies list, as well as Best Places to Work lists from Built In LA, Comparably, Inc., and the Los Angeles Business Journal. Comparably also named us a Best Company for Professional Development, as well as to its Best CEO and Best CEOs for Women lists.

We’re growing rapidly

Founded by three moms as a solution to their own transportation challenges, we now operate across over 13 states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive has raised $100M in funding to date.

Your role

We are seeking a dynamic and motivated Customer Success Enablement Manager to join our innovative team. The selected candidate will play a crucial role in fostering a successful customer success environment by equipping our customer success team with the tools, knowledge, and support they need to maximize their performance, ensure the best success for our customers and drive revenue growth. The Customer Success Enablement Manager will collaborate cross-functionally, analyzing processes, creating training programs, and developing effective resources to empower our Customer Success team to achieve their targets.

You have a strong sense of ownership and an entrepreneurial spirit, excited to grow and build within a rapidly growing technology company. You thrive in a fast-paced environment. You are honest and exhibit high integrity. You are proactive and excited to bring new ideas to the company. You adjust quickly to changes in priorities and conditions and cope effectively with complexity and change. You have high attention to detail. You are an excellent communicator who enjoys collaborating with others and has a strong understanding of customer success and/or sales enablement. 

At HopSkipDrive, we know that to tackle our toughest challenges, we need different approaches, unique perspectives, and new ways of thinking. We are building a team of creative problem-solvers from many different backgrounds. Above all, you want to help build something that fundamentally changes the lives of families for the better.

What you’ll do

The Customer Success Enablement Manager will:

• Collaborate with Revenue and Customer Success leadership to assess and identify team efficiency gaps and opportunities for improvement.
• Partner with the Director of Marketing, the Sales Enablement Manager, Product Marketing, Lifecycle Marketing, Revenue leadership, and more to implement, and maintain an effective enablement strategy aligned with organizational goals.
• Develop and execute impactful, data-driven solutions for elevating the customer success process and maximizing team productivity. 
• Create training programs and deliver coaching sessions to the customer success team, focusing on customer success methodologies, product knowledge, objection handling, and overall customer success management and skills enhancement.
• Design and deliver training content incorporating various formats, such as presentations, e-learning modules, videos, playbooks, and scripts.
• Develop and maintain a comprehensive customer success knowledge base, including competitor analysis, industry trends, and customer success collateral.
• Assist in the onboarding process by conducting new hire training and providing ongoing support to ensure continuous development and success.
• Collaborate with the marketing and communications team to generate compelling customer success enablement collateral, including case studies, customer success decks, and product presentations.
• Continuously assess and enhance customer success training programs based on feedback, performance metrics, and evolving market dynamics.
• Regularly evaluate customer success team performance, identifying areas where additional support or skill improvement may be required.
• Monitor and promote adoption and utilization of customer success enablement tools, such as CRM systems and content management tools.
• Stay informed about emerging trends, technologies, and best practices in enablement to drive innovation and bring new ideas to the team.

• You will report directly to the Director of Marketing, while working very closely with Revenue and Customer Success leadership.
  
  

What you bring

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field (or equivalent experience).
• Proven experience in customer success and/or sales enablement, training, or a similar role within a B2B environment.
• Strong understanding of customer success processes, methodologies, and best practices.
• Excellent communication and presentation skills, with the ability to convey complex ideas in a clear and concise manner.
• Exceptional analytical and problem-solving abilities to identify gaps and design effective training interventions.
• Proficiency in using enablement tools, such as CRM systems, content management systems, and automation platforms.
• Ability to build strong relationships and collaborate with cross-functional teams, including revenue, marketing, and operations.
• Self-motivated and proactive mindset with the ability to work both independently and within a team, and a passion for our mission to create opportunity for all through mobility.
• High attention to detail and organizational skills to manage multiple projects simultaneously.
• Strong business acumen and a passion for staying abreast of market trends and competitive landscape.
• You lead with empathy. You understand the challenges of the Customer Success role because you have done it in the past or have worked closely with individuals who have.
• Experience digesting and leveraging data in order to draft a compelling story on how to improve product, process, or people.
• Familiarity with prioritization and time management best practices especially at a company experiencing high growth.

Nice to have

• Experience working for a large tech organization, ideally in the EdTech space.
• Experience using Hubspot, Salesforce, WorkRamp, Seismic, and Google Suite
• Experience working with a smaller enablement function where responsibility is broad
• A growth mindset that enables you to receive and offer constructive feedback for the continuous development of the team.

** This role will be fully remote from a state where we do business AZ, CA, CO, DC, FL, IL, KS, MD, WI, OK, UT, TN, NC, NV, NM, NJ, NY, OR, TX, SC, VA, WA, MO, MI**

What you will get

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The salary range for this role is $75,000 to $90,000. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set and specific work location. The total compensation package for this role also includes equity stock options.

Equal Opportunity Employer

HopSkipDrive is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class. HopSkipDrive is also proud to operate as a drug-free workplace.