Director, Customer Enablement
Leads customer enablement from onboarding through expansion, building education, adoption, and advocacy programs that improve retention and revenue. Requires 5+ years in B2B SaaS and substantial experience scaling customer enablement functions.
About the job
Responsibilities
- Lead customer enablement from onboarding through expansion, driving measurable customer value, retention, and revenue growth.
- Develop campaigns, communications, and programs that keep customers engaged, informed about product updates, and aware of platform value.
- Build and scale Absorb Academy on the company’s LMS, including certification programs, onboarding paths, and advanced training.
- Own content and customer touchpoints that drive product adoption; partner with Product to identify usage gaps and create adoption playbooks.
- Build a community of customer champions through case studies, reference programs, and advocacy initiatives.
- Partner with GTM and Sales to identify expansion opportunities using product usage and engagement data.
Requirements
- 5+ years of experience in B2B SaaS.
- At least 5 years leading customer enablement functions at scale.
- Track record of improving net revenue retention through product adoption and customer engagement programs.
- Experience building customer education or academy programs, ideally using the company’s own product.
- Strong understanding of product-led growth and customer adoption strategies.
- Data-driven approach using product usage data, health scores, and engagement metrics.
- Experience in enterprise software.
- Strong cross-functional collaboration with Product, Sales, and GTM teams.
- Understanding of how AI agents and automation can enhance customer experience and scale enablement.
Nice to Have
- Experience in LMS, HCM, EdTech, or adjacent markets.
Compensation and Benefits
- Fully remote-first work with flexible work arrangements.
- Health and wellness benefits, retirement savings programs, eligibility for two bonus plans, paid time off, and medical and dental benefits based on country of location.
- New-hire equipment allowance and monthly flex allowance.
- Career growth and internal mobility opportunities.
Skills
B2B SaaS, Customer Enablement, Product Adoption, Customer Education, Learning Management Systems, Product-Led Growth, Product Usage Data, Health Scores, Engagement Metrics, AI Agents, Automation, Customer Advocacy
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