Customer Education and Communities Manager

What You'll Own

• 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.

Qualifications

• 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'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

What Success Looks Like

• In your first 45 days: audited the current state of enablement across customer and partner journeys, established a content roadmap, launched the first version of a partner certification program, and stood up community management with measurable engagement metrics.
• By your second quarter: GRR lift attributable to improved onboarding, impact to professional services engagement, and a measurably more active partner ecosystem.