Manager, Customer Enablement

About This Role

Overview

ChurnZero is rethinking how customer enablement works.

Historically, our approach has centered around structured courses and traditional education programs. While that model has value, we believe the future of customer learning is more embedded, contextual, AI\-driven, and aligned to how modern users actually adopt software.

We are hiring a Manager of Customer Enablement to design and lead the next evolution of our customer enablement strategy.

This role will own the enablement vision, framework, certification program, and execution model. You’ll define how we deliver in\-the\-moment learning, in\-product education, AI\-assisted teaching, and structured training where appropriate.

This is not simply a content production role. It is a strategy and system design role with the authority to shape how the function evolves, including team structure and production model decisions.

What You’ll Own

Enablement Strategy \& Framework

• Design and implement a modern customer enablement framework aligned to onboarding, adoption, and expansion.
• Define when structured courses are appropriate — and when in\-the\-moment learning is more effective.
• Shift education from static content to contextual, embedded, and scalable learning experiences.
• Establish clear learning pathways by persona, role, and maturity level.

In\-Product \& AI\-Driven Learning

• Partner with Product and Engineering to expand in\-product guidance and contextual education.
• Explore and implement AI\-driven learning tools (automated content creation, adaptive learning paths, real\-time guidance, etc.).
• Reduce reliance on long\-form static content where smarter systems can drive better outcomes.

Learning Ecosystem \& Tooling

• Own the LMS and overall learning platform strategy, including integrations.
• Evaluate whether existing tools support the future vision or require modernization.
• Establish scalable content production workflows.

Certification Program

• Own and evolve our customer certification strategy.
• Define certification tiers, standards, and rigor.
• Ensure certifications are credible, outcome\-driven, and aligned to real product competency.
• Measure and report on certification impact tied to adoption and retention.

Organizational Design \& Cross\-functional partnerships

• Define the future structure of the enablement function.
• Build a lean, high\-leverage enablement model designed for scale.
• Partner with Customer Success, Implementation, Support, Product, and Marketing.
• Align enablement initiatives to measurable business outcomes, including product adoption, retention, and expansion.
• Ensure education drives behavior change beyond just course completion metrics.

Measurement \& Impact

• Redefine success metrics for Customer Enablement ROI beyond student consumption data, including product adoption indicators, confidence measures, engagement data, and downstream business impact.
• Establish student feedback loops and analyze learner behavior to continuously improve program effectiveness.
• Establish clear connections between enablement efforts and outcomes such as reduced support dependency, increased feature usage, and customer readiness for expansion.

What We’re Looking For

• 5\+ years in customer education, enablement, or instructional design within B2B SaaS.
• Familiarity with AI\-enabled content creation or adaptive learning tools.
• Strong instructional design background with a modern perspective on learning models.
• Experience building or transforming enablement programs.
• Strong systems thinking and cross\-functional leadership skills.
• Comfortable making build vs. buy vs. outsource decisions.
• Experience using the Kirkpatrick model is a plus for measuring and reporting impact.
• Familiarity with tools in our existing tech stack preferred:
• Absorb
• Parta.io
• TechSmith Suite
• Canva