Customer Enablement Program Manager

Elite Technology is the trusted automation platform for law firm operations, delivering a cloud-native SaaS platform that unifies various management systems. The Customer Enablement Program Manager is responsible for designing and executing strategic programs to empower customers in adopting and maximizing value from Elite's products and services.

Responsibilities:

• Develop and manage customer enablement programs aligned with business goals
• Lead initiatives that address training gaps, serviceability issues, and customer pain points
• Map and analyze the customer journey to identify enablement opportunities
• Implement automated onboarding communications and self-service resources
• Partner with Product, Support, Marketing, and Customer Success teams to ensure enablement content and delivery are aligned with customer needs and product updates
• Create and maintain help center articles, training videos, playbooks, and other educational materials
• Establish customer focus groups and feedback loops to refine enablement strategies
• Use data and insights to iterate on program effectiveness
• Lead or support a team of enablement specialists
• Foster a culture of learning, transparency, and customer-centricity across the organization
• Perform other duties as assigned to support departmental and company objectives

Requirements:

• 5+ years in customer enablement, customer success, or program management
• Strong understanding of SaaS onboarding, training, and lifecycle management
• Experience with LMS platforms, content authoring tools, and analytics
• Excellent communication and stakeholder engagement skills
• Bachelor's degree in Business, Education, or related field
• Ability to translate customer insights into actionable strategies
• Master's degree in Business, Education, or related field
• Familiarity with Knowledge-Centered Support (KCS) and customer journey frameworks
• Experience in legal tech, enterprise SaaS, or professional services environments