Product Enablement Manager
New
K
KustomerB2B SaaS
U.S. and U.K.Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
Requirements
- 5+ years in customer enablement, customer education, partner enablement, or a closely related function at a B2B SaaS company
- Demonstrated experience building enablement programs from scratch (not only executing within an established function)
- Strong product instincts — you can learn a complex platform deeply and translate technical capability into customer-facing value
- Fluency with AI tooling for content generation, knowledge management, and workflow automation. You don't just use AI; you've built workflows with it and can describe specific systems, measurable outcomes
- Track record working cross-functionally with Product, CS, PS, and Partner teams
- Excellent writing and content design skills — you can produce polished, customer-facing material independently
- Comfort with analytics and reporting on adoption, engagement, and ROI metrics
- Experience managing or growing a customer community is a strong plus
- Based in or able to commute to the NYC Metro area for hybrid work
Responsibilities
- Centralizing Customer Onboarding Content: Consolidate onboarding material into a coherent program, build in-product education, guides, and adoption motions.
- Centralizing Partner-Facing Resources: Build an enhanced partner enablement program with certification, configuration playbooks, design templates, and implementation guides.
- Centralizing Community Management: Run Kustomer's customer community (Slack, forums) to deflect routine product questions, create peer-to-peer learning, and feed adoption/retention.
- Driving Product Adoption: Translate Kustomer's product capabilities into adoption motions that close knowledge gaps through targeted content, in-product education, and feature-specific campaigns.
- Partnering with Internal Teams on Product Curriculum: Design and run a structured product curriculum for internal teams, including onboarding, ongoing education, certification, and deep-dives on new releases.
- Enablement Analytics: Track metrics such as GRR lift, feature-level adoption rates, time-to-value benchmarks, partner certification completion, internal team product confidence scores, and content engagement.
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