Senior Manager, Customer Enablement
We're looking for a Senior Manager, Customer Enablement to lead this transformation. This is a builder role. Your job will be to reimagine how we enable customers in an AI-forward world, challenge assumptions about what enablement looks like, and build the infrastructure, capabilities, and team to get there.
You'll own three core functions: the CaptivateIQ Academy (our on-demand learning platform), the Knowledge Center, and trainer-led delivery. You'll lead a team that touches every stage of the customer lifecycle, from onboarding through expansion, and partner closely with Customer Success, Support, Product, and Professional Services to make sure enablement is a layer that runs through everything.
This is a transformation role, not an operator role. We have established programs. What we don't yet have is an enablement model built for a world where AI can fundamentally change how content gets created, maintained, and delivered — and where the product itself can be a vehicle for customer learning. That's what you're here to build.
Build an AI-Native Education Engine
Reimagine what enablement and education means in SaaS. The goal is a system where customers can use the product effectively without spending dozens of hours watching instructional videos. Think AI-powered delivery, adaptive content, and contextual help that meets customers at their point of need rather than asking them to go find it.
Meet Customers Where They Are
Inform Product Direction
Surface enablement data and customer friction patterns back to Product as actionable input - so that self-service gaps aren't just patched with documentation, but addressed at the product level.
Lead & Grow the Team
Manage and develop a team spanning content, learning experience design, training delivery, and knowledge management. Build AI fluency across the team, set a high bar for experimentation, and coach everyone to measure customer outcomes over education outputs.
Measure What Matters
Define success by product adoption, feature utilization, time-to-value, support deflection, and retention influence, not course completions. Build feedback loops between in-product engagement data and what you build next.
Required
6+ years in customer education, enablement, or learning within B2B SaaS, with team leadership experience.
A transformation track record — you've moved programs from traditional, destination-based training toward more embedded, responsive models. You know what it takes and you've done it before.
Real AI fluency. You've integrated AI tools into content creation, delivery, or personalization workflows. You can speak concretely about what you've tried, what scaled, and what you'd do differently. This is not a "willing to learn AI" role.
Customer-outcome orientation. You think in terms of adoption, time-to-value, and independence — not course completions.
Operational rigor. You can run a high-quality content operation (accuracy, cadence, stakeholder intake, measurement) while simultaneously driving a strategic shift. You don't sacrifice today's programs to chase tomorrow's vision.
Strong technical aptitude — able to internalize complex domains like data modeling, compensation logic, and workflow automation, then make them accessible to non-technical customers.
Data-informed decision making. You instrument programs, define metrics, and connect enablement activity to business outcomes.
Exceptional communication. Clear writing and the ability to align cross-functional stakeholders around a vision that may challenge how they've previously thought about customer education.