Product Enablement Manager
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Job Description
Product Enablement Manager creating programs for customer success with Kustomer’s CRM tools. Centralizing onboarding, partner resources and community management to drive product adoption.
Responsibilities:
- Centralizing Customer Onboarding Content. Consolidate onboarding material into a coherent program and own it going forward. Build the in-product education, guides, and adoption motions that get customers to value faster — directly feeding GRR.
- Centralizing Partner-Facing Resources. Build an enhanced partner enablement program: certification, configuration playbooks, design templates, and implementation guides that let partners deliver independently and accelerate time to value across our customer base.
- Centralizing Community Management. Run Kustomer's customer community as a managed channel — Slack, forums, and the cadences around them — that deflects routine product questions, creates peer-to-peer learning, and feeds adoption and retention.
- Driving Product Adoption. Translate Kustomer's product capabilities into adoption motions that close knowledge gaps through targeted content, in-product education, and feature-specific campaigns tied to real usage data.
- Partnering with Internal Teams on Product Curriculum. Design and run a structured product curriculum for our internal teams — onboarding, ongoing education as the product evolves, certification on key capabilities, and deep-dives on new releases. Partner closely with our internal Enablement team to make this stick.
- Enablement Analytics. Track the metrics that prove the outcomes: GRR lift attributable to enablement programs, feature-level adoption rates, time-to-value benchmarks, partner certification completion, internal team product confidence scores, and content engagement. Report on ROI and iterate.
Requirements:
- 5+ years in customer enablement, customer education, partner enablement, or a closely related function at a B2B SaaS company
- Demonstrated experience building enablement programs from scratch (not only executing within an established function)
- Strong product instincts — you can learn a complex platform deeply and translate technical capability into customer-facing value
- Fluency with AI tooling for content generation, knowledge management, and workflow automation. You don't just use AI; you've built workflows with it and can describe specific systems, measurable outcomes
- Track record working cross-functionally with Product, CS, PS, and Partner teams
- Excellent writing and content design skills — you can produce polished, customer-facing material independently
- Comfort with analytics and reporting on adoption, engagement, and ROI metrics
- Experience managing or growing a customer community is a strong plus
- Based in or able to commute to the NYC Metro area for hybrid work.
Benefits:
- Kustomer offers an array of benefits including competitive salaries and stock options.
- In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.
- In the UK we also offer pension, supplemental health insurance and other perks.
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