Original listing text, shown exactly as published by the company.
About the role
We’re hiring a Customer Enablement Manager, reporting to the Head of 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.
What you'll do
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
What we're looking for
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
