Playbook and Training Manager

Playbook & Training Manager

Your Mission As Playbook & Training Manager

The Playbook Development and Training Manager is responsible for managing, developing, and enhancing the playbooks used by our Customer Success (CS) team. This role will focus on ensuring that the playbooks evolve in alignment with our company’s strategic priorities, such as consulting and partnership sales and product adoption.

Energage is a remote workplace with employees in various US locations. While our employees enjoy the flexibility of daily remote work, they are also given the occasional opportunity for in person interaction. Whether in our office in Exton Pa, or in a coworking space/out in their local area.

This role is available for remote work in a variety of locations with some exclusions:

California

Massachusetts

New York City

Washington

Outside of the US

If you reside in one of the above excluded locations, we will not consider you for this role. 

Accountability & Impact:
In this role, you’ll...

• Develop, maintain, and enhance customer playbooks, ensuring they are updated based on evolving customer needs, product changes, and strategic priorities.
• Manage a feedback repository, prioritizing and road mapping playbook updates.
• Collaborate with the Directors of Customer Success to identify playbook gaps and create new resources as needed.
• Conduct call audits and provide actionable feedback to team members.
• Host training sessions for CS team members on best practices for customer engagement, selling consulting services, and identifying opportunities for business expansion.
• Develop cohort-specific training that tailors experiences to recognize customers vs. engagement customers.
• Lead collaborative upskilling sessions based on successful customer calls, turning them into a learnings and tips section in the playbooks
• Work closely with product teams, directors, and other stakeholders to ensure playbooks are aligned with organizational priorities and product updates.
• Partner with project teams to review and refine customer experiences, ensuring different customer cohorts receive tailored support.

What Your Bring to the Role:

• Proven experience within our organization’s sales or customer success roles, with deep knowledge of our engagement strategies, milestones, and processes.
• Strong ability to identify opportunities for expanding accounts while maintaining strategic balance.
• Preferred experience developing training materials and providing feedback through call audits or similar mechanisms.
• Ability to manage multiple projects and ensure consistent playbook updates in a scalable and digestible format.
• Strong communication and training facilitation skills.
• Ability to manage and prioritize feedback repositories.
• Deep understanding of customer lifecycle management, with a focus on recognition vs. engagement customers.
• Collaborative mindset and ability to work across departments to ensure playbooks and training align with company strategy.

About Energage: 

Energage is a purpose-driven company that helps organizations turn employee feedback into useful business intelligence and credible employer recognition through Top Workplaces. Built on 17 years of culture research and the results from 23 million employees surveyed across more than 70,000 organizations, Energage delivers the most accurate competitive benchmark available. With access to a unique combination of patented analytic tools and expert guidance, Energage customers lead the competition with an engaged workforce and an opportunity to gain recognition for their people-first approach to culture. For more information or to nominate your organization, visit energage.com or topworkplaces.com. 

Energage is committed to fostering a diverse and inclusive environment. We are proud to be an equal opportunity employer. Energage encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.