Most Loved Workplace® Certified JobCustomer Enablement Manager
Most Loved Workplace® Certified JobAbout the Role
At Best Practice Institute, a Most Loved Workplace® certified employer in the Research & Consulting space, Where research meets recognition — the home of Most Loved Workplace®.
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. 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.
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Requirements
- 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
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View Original PostingWhy This Is a Most Loved Workplace® Certified Job
Systemic Collaboration
BPI demonstrates structured collaboration through the use of Asana for task tracking, Claude AI for content generation, HubSpot for CRM, and Slack for communication. The team coordinates across multiple roles including content, design, client success, and operations, with clear handoffs and shared visibility into workflows.
"The organization uses Asana to keep all conversations transparent and trackable, ensuring that cross-functional work between content, design, and client success teams stays aligned and nothing gets lost."
— Cross-functional Workflow CoordinationPositive Future
BPI is actively building a new AI-powered content engine, a revamped profile page scoring system, and an automated marketing platform for Most Loved Workplace clients. The organization is transitioning operations in-house, scaling from 3 to 10 to 80 paid clients, and developing real-time employer brand tools that give companies control over their narrative.
"BPI is developing an AI-driven platform that allows companies to control their employer brand in real time, with a scoring system that rewards active participation and gives clients measurable proof of their workplace culture."
— AI-Powered Employer Brand PlatformAlignment of Values
The organization is deeply focused on ensuring that all content, client communications, and platform outputs align with the founder's vision and BPI's core mission of marketing proof-based workplace culture. There is a strong emphasis on QA, critical thinking, and ensuring that outputs reflect authentic client stories rather than generic content.
"BPI's content strategy is built around marketing only what is real — proof points, employee testimonials, and culture signals that are grounded in actual survey data and client outcomes, not generic workplace messaging."
— Proof-Based Culture MarketingRespect
Leadership at BPI emphasizes collaborative input rather than top-down directives, explicitly inviting team members to push back on strategy, question decisions, and contribute their expertise. There is a clear effort to onboard new team members thoughtfully, provide context, and avoid overwhelming them with directives.
"BPI's leadership approach encourages team members to critically evaluate strategy and voice disagreement, treating expertise across roles as essential input rather than expecting blind implementation of directives."
— Collaborative and Respectful Leadership StyleKiller Achievement
BPI is launching a comprehensive new profile page system with a 50/50 scoring model combining employee survey data and public marketing signals, a search checker tool generating AI-powered employer brand assets, and a content engine producing daily multi-channel output for certified Most Loved Workplace clients. The organization is scaling its paid client marketing operations with measurable before-and-after reporting.
"BPI's new scoring methodology combines employee sentiment data with real-time public signals, giving companies a dynamic, actionable score they can improve immediately by activating their Most Loved Workplace certification across digital channels."
— Innovative Workplace Scoring and Marketing SystemWhat It's Like to Work Here
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