Susan Burrows-Rangel
Creative Enablement Manager | Building Scalable Knowledge Ecosystems
Los Angeles,USA
Summary
Creative Enablement Manager with extensive SaaS and Revenue Operations expertise. Specializes in building scalable knowledge libraries and creating multi-format content, including guides, playbooks, and live training resources. Delivers engaging enablement sessions for leaders and teams while aligning knowledge-sharing initiatives with organizational goals. Known for driving continuous improvement through collaboration, feedback, and innovative content strategies.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Global CS Enablement Manager
Miro
Los Angeles, USA
03.2021 - Current
- Develop and manage a comprehensive knowledge library, including playbooks, process guides, and onboarding resources, to support global teams.
- Facilitate live enablement sessions for leaders and individual contributors, delivering actionable resources that improve team performance and engagement.
- Collaborate with cross-functional teams (Sales, Marketing, Product, RevOps) to align enablement initiatives with strategic goals.
- Gather feedback through surveys and advisory groups to continuously refine and improve resources.
- Use visual storytelling and interactive formats, such as GIFs, to create engaging and accessible documentation.
Enterprise Customer Success Manager
Miro
Los Angeles, USA
06.2020 - 03.2021
- Managed 105 enterprise accounts, driving a 153% activation rate, and contributing $2.5M in ARR.
- Created customer success playbooks to simplify complex concepts, improving adoption and retention.
- Partnered with leadership to develop strategies that aligned with customer success goals.
- Supported team growth by mentoring new hires and delivering tailored onboarding resources.
Strategic Customer Success Manager / Client Partner
Crisp Thinking
Leeds, UK
11.2015 - 04.2020
- Built strategic partnerships with stakeholders in security, PR, and brand management, reducing risks, and enhancing trust in high-stakes environments.
- Developed and implemented social media risk management strategies that safeguarded client interests, and improved satisfaction scores.
- Delivered client education initiatives to empower proactive risk management and align with operational goals.
- Collaborated cross-functionally to provide expert solutions that enhanced client outcomes and brand integrity.
Senior Customer Success Manager
Central Desktop
Pasadena, USA
10.2011 - 11.2015
- Managed 50 strategic accounts, driving user adoption, and reducing churn through innovative engagement and onboarding strategies.
- Transformed onboarding workflows, achieving sustained improvements in satisfaction, and operational efficiency.
- Built and maintained relationships with C-level and VP stakeholders, influencing strategic decisions, and enhancing user experiences.
Education
Bachelor of Arts - Fine Arts
University of Melbourne
Melbourne, Australia01.1999
Skills
- Knowledge management and process documentation
- Training program design and live facilitation
- Creative content development and storytelling (GIFs, videos, playbooks)
- Cross-functional collaboration and stakeholder engagement
- Strategic planning and execution
- Feedback-driven continuous improvement
- Data analysis and decision-making
Certification
- Enablement & Leadership Certifications: CSM L2 (2020), Customer Success Change Management Specialist (2022), Certified ScrumMaster (2023), Generative AI Leadership & Strategy (2024)
- Skills Development Programs: Instructional Design (2022), Command of the Message (2022), Certified Mentor (2024), RAD Discovery (2024)
Accomplishments
- 2023: Impact Award and Grit Award (Miro)
- 2016: Customer Success Leader Award (Crisp)
- 2013 & 2014: Customer Service Team of the Year (Gold & Silver, American Business Awards)
Timeline
Global CS Enablement Manager
Miro
03.2021 - Current
Enterprise Customer Success Manager
Miro
06.2020 - 03.2021
Strategic Customer Success Manager / Client Partner
Crisp Thinking
11.2015 - 04.2020
Senior Customer Success Manager
Central Desktop
10.2011 - 11.2015
- Enablement & Leadership Certifications: CSM L2 (2020), Customer Success Change Management Specialist (2022), Certified ScrumMaster (2023), Generative AI Leadership & Strategy (2024)
- Skills Development Programs: Instructional Design (2022), Command of the Message (2022), Certified Mentor (2024), RAD Discovery (2024)
Bachelor of Arts - Fine Arts
University of Melbourne
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