Senior Enablement Manager

Job Responsibilities

• Develop and execute Flex Dental's overall customer enablement strategy.
• Create scalable learning programs that improve customer onboarding, product adoption, and long-term success.
• Create engaging customer education through written documentation, interactive learning paths, videos, webinars, and self-service resources.
• Measure learning effectiveness and continuously improve content using customer feedback, analytics, and adoption metrics.
• Design, build, and maintain in-app guidance using Pendo, including walkthroughs, guides, announcements, and contextual help.
• Partner with Product and Engineering to identify opportunities to improve customer adoption through digital enablement.
• Monitor Pendo analytics to optimize customer engagement and identify knowledge gaps.
• Help develop customer webinars, group training sessions, and other one-to-many educational programs.
• Partner with the Onboarding and Customer Success teams to identify training opportunities and create scalable solutions.
• Produce high-quality video tutorials, walkthroughs, and product demonstrations.
• Oversee customer-facing documentation, knowledge base articles, FAQs, and user guides.
• Lead documentation standards, style guides, and content governance.
• Manage and mentor the Technical Writer, providing direction, feedback, and prioritization.
• Partner with internal stakeholders to ensure documentation remains accurate, current, and aligned with product releases.
• Partner with department leaders to improve internal knowledge sharing and enablement.
• Develop internal documentation, processes, and training materials using Confluence and other knowledge management tools.
• Work with Product and Engineering to improve documentation workflows through Jira and Confluence.
• Support product launches through training materials, release documentation, webinars, and customer communications.
• Identify opportunities to improve customer education through automation, self-service resources, and scalable processes.

What You Bring

• 5+ years of experience in customer enablement, technical training, instructional design, technical writing, or a related SaaS enablement role.
• Experience building and administering content within a Learning Management System (LMS).
• Hands-on experience designing and maintaining Pendo guides, walkthroughs, and digital adoption experiences.
• Strong instructional design skills with the ability to create engaging learning experiences for multiple audiences.
• Experience producing written documentation, video tutorials, webinars, and interactive learning content.
• Excellent written and verbal communication skills with exceptional attention to detail.
• Strong project management and organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience collaborating across Product, Engineering, Customer Success, Support, and Marketing teams.
• Experience leading projects, influencing cross-functional stakeholders, and driving initiatives from concept through execution.
• Experience managing or mentoring team members is preferred.
• Familiarity with Jira and Confluence strongly preferred.
• Experience in a high-growth SaaS or startup environment preferred.