Director, Customer Enablement

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

📋 Description

• Lead campaigns, communications, and initiatives that keep customers engaged, informed about new features, and aware of the complete value of the platform. This role goes beyond newsletters; it plays a strategic role that directly influences retention and expansion.

• Develop and enhance Absorb Academy as the premier customer education experience, entirely based on our own Learning Management System (LMS). Design certification programs, onboarding journeys, and advanced training that promote product adoption and showcase our platform’s capabilities in real-time.

• Manage the programs, content, and interactions that foster product adoption across the customer base. Collaborate with Product teams to identify usage gaps, create adoption playbooks, and ensure customers recognize the full value of their investment. This serves as the cornerstone of gross retention.

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

• Collaborate with Go-To-Market (GTM) and Sales teams to pinpoint expansion opportunities revealed through usage data and customer engagement. Craft the materials and experiences that transform satisfied customers into larger accounts.

⛳️ Requirements

• 5+ years of experience in B2B SaaS, including a minimum of 5 years leading customer education and enablement efforts at scale.

• Proven success in enhancing net revenue retention through product adoption and customer enablement initiatives.

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

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

• Data-driven mindset: leverage product usage data, health scores, and engagement metrics to determine where to focus efforts.

• Familiarity with enterprise software (LMS, HCM, EdTech, or related markets is preferred but not mandatory).

• Excellent cross-functional collaboration skills: you work seamlessly with Product, Sales, and GTM teams, as this role is central to 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 with flexible working arrangements 🏡

• Comprehensive Health and Wellness Benefits, including retirement savings plans, eligibility for two different bonus structures, 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 📦

• Unlimited opportunities for career advancement and internal mobility 🌱

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