Bloomerang

Director, Customer Enablement

Bloomerang

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $105,700 - $176,100 per year

Job Level

Lead

About the role

  • Own the strategy and structure of Bloomerang’s customer knowledge and education systems.
  • Embody a contagious mindset that drives results and you’re not afraid to fail fast and iterate.
  • Design and maintain the architecture across the help center, LMS, and other learning platforms.
  • Establish standards for documentation, learning content, and knowledge structure.
  • Implement AI-assisted workflows for documentation and educational content creation.
  • Manage the intake process for product changes and new features.
  • Partner with Product and Engineering to align knowledge and learning content with releases.
  • Partner with Customer Marketing & Customer Operations to drive the customer education strategy forward.
  • Ensure product knowledge is accurate and consistent across help articles, training, and courses.
  • Identify knowledge gaps through collaboration with Support, Education, and Customer teams.
  • Lead and develop the team responsible for documentation and customer education content.
  • Improve how knowledge and learning are surfaced through search, AI support, and training programs.

Requirements

  • AI-First Strategic Mindset: You approach knowledge management with a focus on how AI-assisted workflows can increase the speed, consistency, and scalability of content creation.
  • Cross-Functional Collaboration: You have a proven ability to partner with Product teams to ensure documentation and training are baked into the release process, not treated as an afterthought.
  • Educational Program Design: You can build structured learning resources and educational programs that drive platform adoption and improve tangible customer outcomes.
  • Content Governance & Accuracy: You take pride in maintaining alignment between documentation and product changes, ensuring AI support tools return accurate answers based on well-structured data.
  • Visionary Leadership: You know how to connect your team’s daily work to high-level business outcomes, keeping morale high and ensuring every team member sees the value of their influence.
  • Scalable Systems Management: You have experience building knowledge systems that scale, effectively supporting both AI-powered self-service and human-led customer education.
  • Data-Driven Problem Solving: You focus on "shifting left," utilizing self-service resources to proactively close knowledge gaps and measurably reduce support ticket volume.
  • Editorial Consistency: You ensure a unified voice and high standard of quality across all documentation, training materials, and courses
Benefits
  • You’ll have access to generous health, vision, and dental insurance options as well as HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7, anytime, anywhere.
  • You'll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, as well as paid parental leave. More is more!
  • You'll receive a 401k match to help invest in your future.
  • Everything you need to be successful, shipped right to your door. You got this. We got you.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI-assisted workflowsknowledge managementeducational program designcontent governancedocumentation standardslearning management systemsarchitecture designdata-driven problem solvingsearch optimizationcustomer education content
Soft Skills
cross-functional collaborationvisionary leadershipteam developmentresults-driven mindsetiterative approachcommunicationmorale buildingproblem solvingorganizational skillscustomer focus