Global Customer Success Enablement Manager

Upstream is the leading AI platform, purpose-built for connected vehicles and smart mobility. By harnessing the power of ML and GenAI, we help automakers fast-track after-sales vehicle quality and secure their fleets.

Upstream is seeking a talented, strategic Global Customer Success Enablement Manager to join our Customer Success Group.

In this role, you'll play a key part in optimizing how our global Customer Success organization engages with customers, by building tools, frameworks and programs that enable consistent, high-quality experiences across regions. You will focus on improving the customer journey from onboarding through adoption, ensuring customers receive consistent, high-quality training, understand how to extract value from Upstream's solutions, and achieve measurable business outcomes.

The ideal candidate is a highly organized, strategic thinker with experience designing scalable enablement programs, customer onboarding frameworks, and playbooks that drive engagement and retention. You'll work closely with CSMs, Sales, Product, and Marketing teams to align customer success processes and materials worldwide.

This role is full-time and is based in Herzliya, Israel.

Responsibilities:

• Strategy and Leadership: Develop and implement a global enablement strategy that aligns with company objectives, leadership vision, and growth targets.
• Program Development: Create and deliver consistent enablement programs, tools, and content to ensure CSMs can drive effective customer onboarding, communication, and product adoption.
• Content Creation: Develop a wide range of materials, including playbooks, pitch decks, training kits, demo flows, technical guides, and certifications for both internal and external audiences.
• Collaboration: Work cross-functionally with Sales, Marketing, Product, and Customer Success teams to align initiatives, share insights, and drive results.
• Performance Measurement: Obsessively use data and KPIs to evaluate program effectiveness, identify areas for improvement, and demonstrate measurable business impact.
• Partner with regional CSMs to identify customer pain points and translate insights into actionable improvements in training and engagement.
• Design and continuously improve scalable onboarding frameworks to ensure a consistent customer experience across regions.
• Support CSMs in planning and executing customer workshops, enablement sessions, and QBRs (Quarterly Business Reviews).
• Collaborate with cross-functional stakeholders to ensure alignment between product roadmap, customer training, and enablement content.
• Collaborate with Sales and CSM teams to align customer messaging and equip CSMs with materials that clearly communicate product value.
• Maintain close alignment with the Upstream product roadmap to ensure enablement materials and training reflect the latest capabilities and use cases..

Requirements:

• 5+ years of experience in Customer Success Management, Customer Success Enablement, or similar roles within startup or scale-up companies.
• Native-level English fluency; additional languages (German, French, Japanese, etc.) are an advantage.
• Proven track record of designing and scaling global customer enablement programs, including onboarding, certification, and ongoing training.
• Strong understanding of Customer Success methodologies and the customer lifecycle in B2B enterprise environments.
• Experience in data-driven SaaS or AI platforms, including predictive analytics; experience in the Automotive or Mobility sectors is a strong advantage.
• Excellent communication and presentation skills, with the ability to influence cross-functional stakeholders.
• Strong analytical skills and familiarity with success metrics such as adoption, engagement, and retention.
• Experience working in a global, fast-paced organization supporting geographically distributed teams.

Upstream is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.