Customer Enablement Manager

Remote (United States)

About the Role

A Customer Enablement Manager is needed to create and deliver educational experiences that support customers throughout their journey. Reporting to the Head of Customer Success, this role will help customers onboard successfully, discover additional value, increase product adoption, and remain actively engaged with the platform.

The Customer Enablement Manager will serve as an advocate for customers while helping scale Customer Success programs as the organization grows. This role combines customer education, onboarding, communications, engagement strategy, retention initiatives, feedback collection, and day-to-day customer support.

Employment Type: Full-time

Department: Customer Success

Compensation: $70,000 - $85,000 per year, plus equity

What You’ll Do

Customer Education and Onboarding

• Develop and launch educational materials that improve onboarding, increase product adoption, and help customers understand the value of the platform.
• Create and deliver high-impact training programs for customers.
• Identify new opportunities to expand and improve customer education.
• Build, update, and maintain self-service resources that help customers find answers independently.

Communications and Engagement

• Own a customer communication strategy that increases engagement and strengthens customer loyalty.
• Use quantitative and qualitative data to develop customer segmentation strategies.
• Create dynamically personalized communications for different customer groups.
• Develop, manage, and improve data-driven messaging campaigns with strong open rates and low opt-out rates.
• Create a consistent customer journey that supports ongoing engagement and product adoption.

Retention and Advocacy

• Use a metrics-driven approach to scale customer retention efforts.
• Identify opportunities to expand customer relationships through upselling.
• Represent the voice of the customer across the organization.
• Gather and share customer feedback with internal teams.
• Advocate for customer needs, especially when collaborating with product and revenue teams.
• Assist with customer support questions and day-to-day tasks that help both customers and the Customer Success team succeed.

Required Qualifications

• At least 2 years of customer-facing experience, ideally in Customer Success, onboarding, or training within a SaaS environment.
• Experience managing customer onboarding processes that combine direct human interaction with self-service tools.
• Ability to design, build, and lead creative customer engagement programs that turn users into active advocates.
• Strong written and verbal communication skills, with the ability to explain complex topics clearly in writing and during video-based conversations.
• A warm, approachable communication style and a genuine interest in building collaborative relationships with customers and colleagues.
• Ability to thrive in a fast-paced environment and work effectively through ambiguity and change.
• A proactive approach to process improvement and the confidence to turn new ideas into action.
• Comfort using tools such as Google Workspace, Zoom, Slack, Intercom, and Canva.
• A growth mindset and the ability to respond positively to feedback.

Preferred Qualifications

• Experience working with nonprofit organizations or small and medium-sized businesses.
• A background in nonprofit development or fundraising.
• Experience working in an early-stage startup environment.
• Previous experience working remotely.

Benefits

• 100% employer-paid health, dental, and vision insurance for employees.
• 50% coverage for dependent health, dental, and vision insurance.
• Generous paid time off, including parental leave.
• 401(k) retirement plan.
• Company-provided laptop.
• Home-office stipend.
• Company retreats twice per year.

Growth Opportunity

The organization is evolving quickly, which means this role will offer new challenges, meaningful responsibilities, and ongoing opportunities for professional growth.