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. 

• 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. 

• 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.