Own the execution of customer enablement programs supporting onboarding and ongoing product adoption.
Design, document, and maintain clear, repeatable customer journeys aligned to key customer lifecycle stages.
Own the Knowledge Base strategy, including structure, content standards, governance, and ongoing optimization.
Create and maintain customer education content, including written documentation and training videos.
Translate complex product functionality into clear, usable learning assets for multiple customer personas.
Track and analyze enablement KPIs such as adoption, feature usage, knowledge base engagement, and support deflection.
Use data, customer feedback, and trends to continuously improve enablement content and customer journeys.
Partner cross-functionally with Product, Customer Success, Support, Professional Services, and Account Management to support releases and reduce customer friction.
Identify opportunities to improve self-service and reduce reliance on reactive support through proactive education.

Proven experience developing and maintaining customer enablement content, including knowledge base articles, written documentation, and scalable training resources.
Hands-on experience creating, editing, and publishing customer training videos, including screen recordings and instructional content; experience with AI-assisted video creation tools preferred.
Experience managing and optimizing Knowledge Base and self-service platforms such as Zendesk Knowledge Base or similar tools.
Experience using customer engagement and product adoption platforms (such as Pendo, ChurnZero, or similar) to support customer education, feature adoption, and ongoing engagement.
Strong understanding of SaaS customer adoption and self-service best practices, with the ability to translate usage data into enablement improvements.
Ability to analyze product usage, adoption, and engagement data to identify trends and drive continuous improvement in enablement programs.
Strong written and visual communication skills with a focus on clarity, usability, and scalability.
Ability to work independently with high ownership while collaborating effectively across Product, Customer Success, Support, and Professional Services teams.

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