Customer Enablement Manager

New

InstrumentlSaaS Grant Management

Remote - USAFull-TimeMiddle

Salary$70,000 – $85,000 USD, plus equity

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Job Details

2+ years of customer-facing work experience, ideally in a Customer Success, Onboarding, or Training role in a SaaS environment
Proven ability to manage customer onboarding processes that combine human interaction and self-service tools
Ability to conceptualize, build, and lead creative customer engagement efforts that turn users into vocal advocates
Ability to communicate complex topics easily over video and in writing
Warm, approachable demeanor with a focus on fostering collaborative relationships
Thrives in fast-paced environments and comfortable handling ambiguity and change
Proactive approach to process improvement with the confidence to execute on new ideas
Tech savviness and familiarity with tools like G Suite, Zoom, Slack, Intercom, and Canva
Growth mindset and ability to take feedback in stride

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
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
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
Assist with customer support questions and day-to-day tasks

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