Trustwell

Customer Enablement Manager

Trustwell

full-time

Posted on:

Location Type: Remote

Location: North Carolina • United States

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Salary

💰 $85,000 - $95,000 per year

About the role

  • Own the execution of customer enablement programs supporting onboarding and ongoing product adoption.
  • Design, document, and maintain clear, repeatable customer journeys aligned to key customer lifecycle stages.
  • Own the Knowledge Base strategy, including structure, content standards, governance, and ongoing optimization.
  • Create and maintain customer education content, including written documentation and training videos.
  • Translate complex product functionality into clear, usable learning assets for multiple customer personas.
  • Track and analyze enablement KPIs such as adoption, feature usage, knowledge base engagement, and support deflection.
  • Use data, customer feedback, and trends to continuously improve enablement content and customer journeys.
  • Partner cross-functionally with Product, Customer Success, Support, Professional Services, and Account Management to support releases and reduce customer friction.
  • Identify opportunities to improve self-service and reduce reliance on reactive support through proactive education.

Requirements

  • Proven experience developing and maintaining customer enablement content, including knowledge base articles, written documentation, and scalable training resources.
  • Hands-on experience creating, editing, and publishing customer training videos, including screen recordings and instructional content; experience with AI-assisted video creation tools preferred.
  • Experience managing and optimizing Knowledge Base and self-service platforms such as Zendesk Knowledge Base or similar tools.
  • Experience using customer engagement and product adoption platforms (such as Pendo, ChurnZero, or similar) to support customer education, feature adoption, and ongoing engagement.
  • Strong understanding of SaaS customer adoption and self-service best practices, with the ability to translate usage data into enablement improvements.
  • Ability to analyze product usage, adoption, and engagement data to identify trends and drive continuous improvement in enablement programs.
  • Strong written and visual communication skills with a focus on clarity, usability, and scalability.
  • Ability to work independently with high ownership while collaborating effectively across Product, Customer Success, Support, and Professional Services teams.
Benefits
  • Full healthcare benefits, including medical, dental, and vision.
  • Supplemental benefits, including STD, LTD, HSA, 401k, etc.
  • Responsible Time Off (PTO) + Holiday Pay.
  • Competitive Compensation + Bonus!
  • Excellent culture, growth opportunities, plus much more...
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer enablement content developmentknowledge base managementcustomer training video creationdata analysisKPI trackingSaaS customer adoptionself-service best practicescontent optimizationinstructional content creationcustomer journey design
Soft Skills
strong written communicationstrong visual communicationcollaborationindependenceownershipclarityusabilityscalabilityproblem-solvingcustomer-centric mindset