Product Enablement Manager

🕒 May 1

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Kustomer

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 $60M Venture Round on 2023-05

SaaS • B2B • Artificial Intelligence

Kustomer is a customer service platform that combines CRM, ticketing, and artificial intelligence to deliver a comprehensive solution for efficient and personalized customer experience management. The platform offers self-service options for customers, empowering them with instant solutions, and provides tools for agents to deliver exceptional service. Kustomer harnesses the power of AI to automate and optimize customer queries and interactions across multiple channels, ensuring secure and seamless experiences for both customers and service agents. The company's AI-driven approach enhances customer satisfaction and operational efficiency.

📋 Description

• Centralizing Customer Onboarding Content. Consolidate onboarding material into a coherent program and own it going forward. Build the in-product education, guides, and adoption motions that get customers to value faster — directly feeding GRR. • Centralizing Partner-Facing Resources. Build an enhanced partner enablement program: certification, configuration playbooks, design templates, and implementation guides that let partners deliver independently and accelerate time to value across our customer base. • Centralizing Community Management. Run Kustomer's customer community as a managed channel — Slack, forums, and the cadences around them — that deflects routine product questions, creates peer-to-peer learning, and feeds adoption and retention. • Driving Product Adoption. Translate Kustomer's product capabilities into adoption motions that close knowledge gaps through targeted content, in-product education, and feature-specific campaigns tied to real usage data. • Partnering with Internal Teams on Product Curriculum. Design and run a structured product curriculum for our internal teams — onboarding, ongoing education as the product evolves, certification on key capabilities, and deep-dives on new releases. Partner closely with our internal Enablement team to make this stick. • Enablement Analytics. Track the metrics that prove the outcomes: GRR lift attributable to enablement programs, feature-level adoption rates, time-to-value benchmarks, partner certification completion, internal team product confidence scores, and content engagement. Report on ROI and iterate.

🎯 Requirements

• 5+ years in customer enablement, customer education, partner enablement, or a closely related function at a B2B SaaS company • Demonstrated experience building enablement programs from scratch (not only executing within an established function) • Strong product instincts — you can learn a complex platform deeply and translate technical capability into customer-facing value • Fluency with AI tooling for content generation, knowledge management, and workflow automation. You don't just use AI; you've built workflows with it and can describe specific systems, measurable outcomes • Track record working cross-functionally with Product, CS, PS, and Partner teams • Excellent writing and content design skills — you can produce polished, customer-facing material independently • Comfort with analytics and reporting on adoption, engagement, and ROI metrics • Experience managing or growing a customer community is a strong plus • Based in or able to commute to the NYC Metro area for hybrid work.

🏖️ Benefits

• Kustomer offers an array of benefits including competitive salaries and stock options. • In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy. • In the UK we also offer pension, supplemental health insurance and other perks.