Customer Enablement Manager

Trustwell

Customer Enablement Manager scaling customer education, self-service, and product adoption. Improving enablement journeys and content for Trustwell’s food compliance and quality platform.

Posted 8/25/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and optimizing customer enablement programs, including creating educational content and managing Knowledge Base strategies. Proficient in analyzing customer engagement data to enhance product adoption and self-service capabilities.

Highest-signal resume keywords

Customer EnablementKnowledge Base ManagementContent DevelopmentData AnalysisSaaS Customer Adoption

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer EducationContent CreationVideo ProductionDocumentationCustomer Journey DesignKPI TrackingProduct AdoptionSelf-Service OptimizationCustomer Engagement AnalysisSaaS Best Practices

Soft Skills

Strong CommunicationCollaborationIndependenceOwnership

Tools & Technologies

Zendesk Knowledge BasePendoChurnZero

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Customer ExperienceCustomer SuccessSaaSOnboardingTraining Resources

About the role

Key responsibilities & impact

Build, operate, and continuously improve Trustwell’s customer enablement ecosystem
Own the execution of customer enablement programs supporting onboarding and ongoing product adoption
Design, document, and maintain repeatable customer journeys across key customer lifecycle stages
Own the Knowledge Base strategy, including structure, content standards, governance, and 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 customer data, product usage insights, feedback, and trends to improve enablement content and customer journeys
Partner 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
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree required (business, communications, marketing, customer experience, or a related field preferred)
Five to seven years of relevant experience in customer enablement, customer education, customer experience, or SaaS customer-facing roles
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 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
Strong understanding of SaaS customer adoption and self-service best practices
Ability to analyze product usage, adoption, and engagement data
Strong written and visual communication skills
Ability to work independently with high ownership while collaborating effectively across teams
Acceptable background and references required upon conditional offer

Benefits

Comp & perks

Full healthcare benefits, including medical, dental, and vision
Supplemental benefits, including STD, LTD, HSA, 401k, etc.
Responsible Time Off (PTO) + Holiday Pay
Competitive compensation
Annual bonus of up to 10%
Participation in the company’s equity program
Excellent culture and growth opportunities