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Your trusted source for compliance and quality solutions in the food and supplements industries.
Customer Enablement Manager
Location
North Carolina
Posted
134 days ago
Salary
$85K - $95K / year
Seniority
Senior
Job Description
Customer Enablement Manager
Trustwell
• Own the execution of customer enablement programs supporting onboarding and ongoing product adoption. • Design, document, and maintain clear, repeatable customer journeys aligned to key customer lifecycle stages. • Own the Knowledge Base strategy, including structure, content standards, governance, and ongoing 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 data, customer feedback, and trends to continuously improve enablement content and customer journeys. • Partner cross-functionally 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 through proactive education.
Job Requirements
- 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 with AI-assisted video creation tools preferred.
- 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) to support customer education, feature adoption, and ongoing engagement.
- Strong understanding of SaaS customer adoption and self-service best practices, with the ability to translate usage data into enablement improvements.
- Ability to analyze product usage, adoption, and engagement data to identify trends and drive continuous improvement in enablement programs.
- Strong written and visual communication skills with a focus on clarity, usability, and scalability.
- Ability to work independently with high ownership while collaborating effectively across Product, Customer Success, Support, and Professional Services teams.
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 + Bonus!
- Excellent culture, growth opportunities, plus much more...
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