Director, Customer Enablement

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead initiatives, communications, and programs that keep customers engaged, informed about new features, and recognize the full value of the platform. This role goes beyond newsletters; it’s a strategic position that has a direct impact on retention and growth.

• Develop and expand Absorb Academy as the premier customer education experience, fully utilizing our own Learning Management System (LMS). Design certification programs, onboarding pathways, and advanced training that promote product adoption while showcasing our platform’s capabilities.

• Manage the programs, content, and interactions that drive product adoption within the customer base. Collaborate with Product to pinpoint usage gaps, create adoption playbooks, and ensure customers achieve the maximum value from their investment. This is essential for maintaining gross retention.

• Cultivate a community of customer advocates. Develop case studies, reference programs, and advocacy initiatives that bolster sales and marketing efforts while enhancing customer relationships.

• Collaborate with GTM and Sales teams to identify expansion opportunities revealed through usage data and customer interactions. Produce the materials and experiences that transform satisfied customers into larger clients.

⛳️ Requirements

• Over 5 years of experience in B2B SaaS, with at least 5 years in leading customer enablement functions at scale.

• Proven track record of enhancing net revenue retention through effective product adoption and customer engagement initiatives.

• Experience in developing customer education or academy programs, ideally utilizing the company's own product.

• Strong grasp of product-led growth strategies and the ability to drive adoption without solely depending on Customer Success Managers (CSMs).

• Data-driven: you leverage product usage data, health scores, and engagement metrics to determine investment priorities.

• Familiarity with enterprise software is preferred, particularly in LMS, HCM, EdTech, or related fields, but not mandatory.

• Excellent cross-functional collaboration skills: you naturally partner with Product, Sales, and GTM teams, placing this role at the core of the customer lifecycle.

• Proficiency in AI: you understand how AI agents and automation can enhance the customer experience and scale enablement efforts.

🏝️ Benefits

• Fully remote-first work environment with flexible work arrangements 🏡

• Comprehensive Health and Wellness Benefits, including retirement savings programs, eligibility for two distinct bonus plans, generous time off, and extensive medical and dental coverage based on your location 🧘

• New Hire Equipment Allowance and monthly Flex Allowance to ensure your success 📦

• Boundless opportunities for career growth and internal mobility 🌱

• Employee-driven Diversity, Equity, and Inclusion (DE&I) programs 🫶