Customer Enablement Manager

About the role

We’re hiring a Customer Enablement Manager, reporting to the Manager, Customer Success to create and deliver educational experiences for customers at every stage of their journey. You’ll be an advocate for our customers from onboarding through driving new engagement, gathering product feedback, and ensuring product adoption — scaling our CS efforts as Instrumentl grows.

Responsibilities

• Customer Education & Onboarding
  • Build and deploy educational materials that improve customer onboarding, product adoption, and awareness of Instrumentl’s value prop
  • Create and deliver high-impact training programs and identify new opportunities for customer education
  • Create and maintain self-serve resources for customers
• Communications & Engagement
  • Own a customer communication strategy that drives engagement and promotes brand loyalty
  • Leverage quantitative and qualitative data to drive segmentation strategies and dynamic personalization for various communication efforts
  • Develop, manage, and maintain data-driven messaging campaigns with high open rates and low opt-out rates to create a coherent customer journey and improve product adoption
• Retention & Advocacy
  • Scale customer retention and identify upsell opportunities using a metrics-backed approach
  • Serve as the voice of our customers, share customer feedback, and advocate for our customers’ needs, especially with revenue and product teams
  • Assist with customer support questions and day-to-day tasks that enable our team and customers

Requirements

Required

• 2+ years of customer-facing work experience, ideally in a Customer Success, Onboarding, or Training role in a SaaS environment
• Customer education and onboarding: able to manage customer onboarding processes that combine human interaction and self-service tools
• Community engagement and program design: able to conceptualize, build, and lead creative customer engagement efforts that turn users into vocal advocates
• Communication: you pride yourself on your ability to communicate complex topics easily over video and in writing
• Empathy: warm and approachable, genuinely interested in fostering collaborative relationships with colleagues and customers
• Adaptability: thrives in fast-paced environments and comfortable handling ambiguity and change
• Ownership: proactive approach to process improvement with the confidence to execute on new ideas
• Tech savviness: familiar with tools like G Suite, Zoom, Slack, Intercom, and Canva
• Growth mindset: takes feedback in stride and exhibits a growth mindset every day

Nice to Have

• Experience working with nonprofit or SMB customers
• Background in nonprofit development or fundraising
• Experience in an early-stage startup environment
• Experience working remotely

Pay

For US-based candidates, the target salary range is $70,000 – $85,000 USD + equity. Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location.

Benefits

• 100% covered health, dental, and vision insurance for employees (50% for dependents)
• Generous PTO, including parental leave
• 401(k)
• Company laptop and home-office stipend
• Bi-annual company retreats