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Manager of Customer Enablement job description

A Manager of Customer Enablement is responsible for developing and implementing programs and resources to improve customer onboarding, success, and self-service support, ensuring a high-quality customer experience while scaling the company’s support capabilities.

Alexandros Pantelakis
Alexandros Pantelakis

HR content specialist at Workable, delivering in-depth, data-driven articles to offer insights into industry and tech trends.

Use this Manager of Customer Enablement job description template to advertise open roles for your company. Be sure to modify requirements and duties based on the unique needs of the role you’re hiring for.

What is a Manager of Customer Enablement?

A Manager of Customer Enablement is a strategic role focused on enhancing the customer journey from onboarding to ongoing success. This position involves creating educational content, optimizing self-service resources, and implementing strategies to empower customers, thereby reducing their need for direct support. The goal is to ensure customers can effectively use the product, maximizing their satisfaction and success.

What does a Manager of Customer Enablement do?

A Manager of Customer Enablement spearheads initiatives to streamline the customer onboarding process, enhance customer education, and improve overall customer success. They design automated communication strategies for efficient onboarding, develop content like articles, videos, and guides for self-service support, and analyze customer interactions to identify areas for improvement.

Additionally, they collaborate with various teams to integrate customer feedback into product development, lead customer enablement team members, and craft a long-term vision for customer education and enablement. This role is crucial for fostering a proactive, informed, and engaged customer base, ultimately contributing to the company’s growth and customer satisfaction.

Manager of Customer Enablement responsibilities include:

  • Designing and launching automated onboarding communications
  • Creating playbooks for account health and customer success
  • Developing and maintaining help center resources
  • Leading and developing the Customer Enablement team

Job brief

We’re seeking a Manager of Customer Enablement to lead our efforts in creating a seamless customer experience through educational content, automated onboarding, and self-service support resources.

In this role, you’ll work closely with Customer Support, Onboarding, and Product Marketing teams to develop programs that scale our customer success efforts. You’ll analyze customer interactions to enhance our help center, create engaging training materials, and lead a team dedicated to empowering customers and reducing direct support needs.

This position is ideal for someone passionate about customer education, data-driven decision-making, and fostering team growth.

Responsibilities

  • Design, test, and launch automated onboarding communications for efficient customer setup.
  • Create and implement playbooks to monitor and support account health throughout the customer lifecycle.
  • Analyze customer support tickets to identify opportunities for content improvement or addition.
  • Own and enhance help center websites, including the development of articles, videos, and guides.
  • Coordinate with technical teams on new feature content development and demonstrations.
  • Develop a comprehensive webinar strategy for customer training and engagement.
  • Overhaul internal resources to improve team knowledge and customer support efficiency.
  • Lead and develop the Customer Enablement team, setting priorities and tasks to achieve objectives.
  • Develop the long-term vision for Customer Enablement and eLearning initiatives.

Requirements and skills

  • 3+ years of experience in eLearning, Onboarding, Training, or Enablement, preferably within a SaaS environment.
  • Experience in a supervisory or mentorship role.
  • Strong communication and writing skills, with comfort in public speaking.
  • Data-driven approach, with proficiency in using spreadsheets and analyzing customer data.
  • Experience with Zendesk or other knowledge base software, video and image editing tools, webinar platforms, chatbots, and email automation tools.
    Bachelor’s Degree in a relevant field.

Frequently asked questions

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