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    Customer Success

    Customer Enablement Manager

    Remote-friendly · US · Full-time · Reports to Director of Customer Engagement

    Own the post-certification customer journey end-to-end — from kickoff through every renewal, every tier upgrade, and every value moment in between. The single point of accountability for whether a certified Most Loved Workplace® gets the value its tier promises.

    Why this role exists

    BPI certifies the world's Most Loved Workplaces® using validated employee sentiment data (LOWI, SPARK drivers, the MLW SaaS platform). The credibility of the certification — and the renewal motion that powers the business — depends on whether each certified company experiences the value their tier promises. This role builds the operational system behind that promise.

    What you'll do

    • Own the customer lifecycle playbook: kickoff → profile readiness → 30/60/90-day health checks → mid-cycle review → renewal motion. Make it repeatable, measurable, documented.
    • Maintain the canonical customer status view across HubSpot, Asana, and the MLW SaaS platform — tier, profile completeness, engagement signal, renewal date, expansion opportunity
    • Drive renewal motion 90 days ahead of renewal date. Surface at-risk accounts. Coordinate sales outreach.
    • Identify and route upsell triggers within 24 hours. Every Free → Bronze, Bronze → Silver, Silver → Gold signal gets a tagged HubSpot record and a routed task to sales with full context.
    • Run a weekly customer-success review with leadership: health, risk, expansion, blockers. No surprises at quarter-end.
    • Coordinate cross-functionally with sales, content, profile/tech, and onboarding. You are the glue.
    • Replace ad-hoc commenting with tracked work — one assigned task with an owner and a deadline.

    What we measure you on

    • Gross renewal rate ≥ 90% on the existing book by end of year 1
    • 100% of Top 100 list launches ship on schedule with zero broken profile links
    • Sub-24-hour SLA on upsell signal → routed to sales with full context
    • Quarterly Customer Health Reports delivered to leadership — no late surprises
    • A documented customer-success playbook that survives your absence

    What you bring

    • 3–5+ years in Customer Success, Customer Operations, or Account Management in B2B SaaS, certification programs, or awards/recognition platforms
    • A track record of owning gross retention or net revenue retention as a primary metric
    • Operational discipline — you close loops, you don't open them
    • Strong written communication; you can replace a 30-comment thread with one tracked task and a clean owner
    • HubSpot fluency (or equivalent CRM); Asana or comparable project ops tooling
    • Comfortable working laterally across sales, content, tech, and onboarding — and pushing back constructively when an upstream system creates downstream chaos
    • Bonus: experience with employer brand, HR analytics, employee engagement, or certification methodologies

    How to apply

    Send a resume and a short note (no cover letter required) describing one operational system you've built that survived without you. Include one customer-retention or expansion metric you owned and what it moved from / to.

    Best Practice Institute is an equal opportunity employer. We hire on the basis of operational excellence, customer empathy, and what you can demonstrate you've delivered.

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    Best Practice Institute

    Best Practice Institute is the research organization behind Most Loved Workplace® certification, the SPARK Model, the Love of Workplace Index™ (LOWI™), and The Workplace Report.

    The Workplace Report

    The Workplace Report is BPI's original workplace culture research and editorial briefing series for CEOs, CHROs, people leaders, talent leaders, and employer-brand teams. It turns BPI's 25 years of research, Most Loved Workplace® certification data, SPARK findings, and current workforce signals into practical analysis leaders can use.

    The report format includes executive summaries, research-backed articles, company examples, methodology notes, and practical implications for retention, hiring, culture, leadership, and employee experience. New research and analysis is published on an ongoing editorial cadence at /workplace-report.