Customer Enablement Manager

namename·Remote(United States)
Other

WFA Digital Insight

Demand for skilled customer success professionals has surged, with over 70% of companies now prioritizing customer experience. As the remote job market continues to grow, roles like Customer Enablement Manager are in high demand, requiring a unique blend of technical, communication, and interpersonal skills. With the nonprofit sector increasingly adopting digital solutions, companies like Instrumentl are at the forefront, making this an exciting time to join the industry. Before applying, candidates should be aware of the importance of empathy, adaptability, and a growth mindset in this role.

Job Description

About the Role

The Customer Enablement Manager plays a critical role in Instrumentl's customer success team, driving educational experiences that empower customers to maximize the platform's potential. As a key advocate for customers, this position requires a deep understanding of the nonprofit sector, grant management, and the challenges faced by organizations in this space. Reporting to the Head of Customer Success, the successful candidate will collaborate closely with cross-functional teams to ensure seamless customer onboarding, product adoption, and ongoing engagement.

Instrumentl is a rapidly growing, YC-backed SaaS platform dedicated to building the operating system for grant-funded organizations. With over 5,500 nonprofits using the platform, the company has already facilitated the movement of over

billion in funding. As the company doubles in size year over year, the Customer Enablement Manager will be instrumental in scaling customer success efforts, ensuring that customers derive maximum value from the platform.

What You Will Do

  • Develop and deploy comprehensive educational materials, including onboarding programs, training sessions, and self-serve resources, to enhance customer understanding of Instrumentl's value proposition
  • Create and maintain data-driven messaging campaigns to drive engagement, promote brand loyalty, and foster a coherent customer journey
  • Own and execute a customer communication strategy, leveraging quantitative and qualitative data to inform segmentation and personalization efforts
  • Collaborate with the customer success team to identify and pursue upsell opportunities, leveraging metrics to inform retention and growth strategies
  • Serve as the voice of the customer, sharing feedback and insights with revenue and product teams to inform product development and customer-centric initiatives
  • Assist with day-to-day customer support tasks, ensuring timely resolution of customer inquiries and issues
  • Develop and maintain strong relationships with key customer stakeholders, fostering trust and advocacy through regular communication and feedback loops
  • Stay up-to-date with industry trends, best practices, and emerging technologies, applying this knowledge to continuously improve customer enablement strategies
  • Analyze customer data to identify trends, challenges, and opportunities, using these insights to refine customer education and engagement initiatives
  • Work closely with the product team to provide feedback on the platform, ensuring that customer needs are met and that the platform continues to evolve to meet the changing needs of the nonprofit sector

What We Are Looking For

  • 2+ years of customer-facing experience, preferably in a customer success, onboarding, or training role within a SaaS environment
  • Proven track record of managing customer onboarding processes that combine human interaction and self-service tools
  • Strong background in community engagement and program design, with the ability to conceptualize, build, and lead creative customer engagement efforts
  • Excellent communication skills, with the ability to articulate complex topics simply and effectively over video and in writing
  • Empathetic and approachable, with a genuine interest in fostering collaborative relationships with colleagues and customers
  • Adaptive and resilient, with a proven ability to thrive in fast-paced environments and handle ambiguity and change
  • Strong ownership and proactive approach to process improvement, with the confidence to execute on new ideas
  • Familiarity with tools like G Suite, Zoom, Slack, Intercom, and Canva
  • Growth mindset, with a demonstrated ability to take feedback constructively and continuously improve performance

Nice to Have

  • Experience working with nonprofit or SMB customers, with a deep understanding of their unique challenges and needs
  • Background in nonprofit development or fundraising, with knowledge of grant management and the funding landscape
  • Experience working in an early-stage startup environment, with the ability to navigate ambiguity and evolve with the company
  • Experience working remotely, with strong self-motivation and discipline

Benefits and Perks

  • Competitive salary and equity package
  • 100% covered health, dental, and vision insurance for employees, with 50% coverage for dependents
  • Generous PTO, including parental leave, to ensure a healthy work-life balance
  • 401(k) plan to support long-term financial planning and security
  • Company laptop and home-office stipend to facilitate remote work
  • Bi-annual company retreats to foster team bonding and collaboration
  • Opportunities for professional growth and development, with a focus on continuous learning and skill-building

How to Stand Out

  • Develop a strong understanding of the nonprofit sector and grant management to stand out as a candidate
  • Showcase your ability to communicate complex topics simply and effectively, using real-world examples from your experience
  • Familiarize yourself with tools like G Suite, Zoom, Slack, Intercom, and Canva to demonstrate your tech savviness
  • Prepare to discuss your experience with customer onboarding, education, and engagement, highlighting your ability to drive adoption and retention
  • Be ready to provide specific examples of how you've handled ambiguity and change in previous roles, demonstrating your adaptability and resilience
  • Consider creating a portfolio or examples of your work in customer enablement, such as onboarding programs or training materials, to share with the interview team

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