Customer Enablement Manager
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Job Description
Customer Enablement Manager scaling customer education, self-service, and product adoption. Improving enablement journeys and content for Trustwell’s food compliance and quality platform.
Responsibilities:
- Build, operate, and continuously improve Trustwell’s customer enablement ecosystem
- Own the execution of customer enablement programs supporting onboarding and ongoing product adoption
- Design, document, and maintain repeatable customer journeys across key customer lifecycle stages
- Own the Knowledge Base strategy, including structure, content standards, governance, and optimization
- Create and maintain customer education content, including written documentation and training videos
- Translate complex product functionality into clear, usable learning assets for multiple customer personas
- Track and analyze enablement KPIs such as adoption, feature usage, Knowledge Base engagement, and support deflection
- Use customer data, product usage insights, feedback, and trends to improve enablement content and customer journeys
- Partner with Product, Customer Success, Support, Professional Services, and Account Management to support releases and reduce customer friction
- Identify opportunities to improve self-service and reduce reliance on reactive support
- Perform other duties as assigned
Requirements:
- Bachelor’s degree required (business, communications, marketing, customer experience, or a related field preferred)
- Five to seven years of relevant experience in customer enablement, customer education, customer experience, or SaaS customer-facing roles
- Proven experience developing and maintaining customer enablement content, including knowledge base articles, written documentation, and scalable training resources
- Hands-on experience creating, editing, and publishing customer training videos, including screen recordings and instructional content
- Experience managing and optimizing Knowledge Base and self-service platforms such as Zendesk Knowledge Base or similar tools
- Experience using customer engagement and product adoption platforms such as Pendo, ChurnZero, or similar
- Strong understanding of SaaS customer adoption and self-service best practices
- Ability to analyze product usage, adoption, and engagement data
- Strong written and visual communication skills
- Ability to work independently with high ownership while collaborating effectively across teams
- Acceptable background and references required upon conditional offer
Benefits:
- Full healthcare benefits, including medical, dental, and vision
- Supplemental benefits, including STD, LTD, HSA, 401k, etc.
- Responsible Time Off (PTO) + Holiday Pay
- Competitive compensation
- Annual bonus of up to 10%
- Participation in the company’s equity program
- Excellent culture and growth opportunities
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