Role: Customer Enablement Manager

FLSA: Full Time | Exempt | Salaried | Remote (US)

Reports to: VP of Customer Experience & Operations

Scope of Position:  The Customer Enablement Manager is an experienced individual contributor responsible for building, operating, and continuously improving Trustwell’s customer enablement ecosystem so customers can clearly learn, adopt, and realize value from Trustwell products at scale through data-driven education and customer journey design. 

This role owns customer education strategy, knowledge management, training content (written and video), and the design and optimization of repeatable customer journeys across the full customer lifecycle. The Customer Enablement Manager is accountable for ensuring customers efficiently understand Trustwell products, adopt key functionality, and achieve intended outcomes through scalable, high-quality self-service and enablement programs. 

The Customer Enablement Manager uses customer data, product usage insights, and feedback to prioritize enablement initiatives, measure effectiveness, and drive continuous improvement in adoption and self-service. The role partners closely with the VP of Customer Operations & Experience and works cross-functionally with Product, Customer Success, Support, Professional Services, and Account Management to ensure enablement efforts are aligned, measurable, and scalable, operating with strong ownership and accountability and without people management responsibilities. 

Essential Duties & Responsibilities including but limited to:  

• 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. 
• Perform other duties as assigned. 

Required Skills/Abilities

• 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. 

Education/Experience

• 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 with demonstrated ownership of enablement programs. 

Total Rewards Package:  

• 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...  

What to expect - the Hiring Process!  

• Interview with Human Resources
• Interview with Hiring Manager
• Peer Interview
• Offer of Employment (Background Screening/References) 

The compensation for this role is based on several factors, including the candidate's experience, education, skills, and alignment with the responsibilities outlined for the role. The anticipated salary range for this role is outlined below; with most candidates hired in the mid-range. 

To learn more about the culture & employee experience at Trustwell, check out our LinkedIn or GlassDoor! 

Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team. 

Acceptable Background and References Required; Upon any conditional offers made by Trustwell. Equal Opportunity Employer/ DFWP/ Affirmative Action