Senior Manager, Customer Enablement

CaptivateIQ is transforming the way companies plan, manage, and optimize sales performance. They are seeking a Senior Manager, Customer Enablement to lead the transformation of customer enablement in an AI-forward world, building the necessary infrastructure and capabilities to enhance customer education and engagement.

Responsibilities:

• Reimagine what enablement and education means in SaaS
• Map the real customer journey, identify highest-friction moments, and close the gap between confusion and clarity
• Surface enablement data and customer friction patterns back to Product as actionable input
• Manage and develop a team spanning content, learning experience design, training delivery, and knowledge management
• Define success by product adoption, feature utilization, time-to-value, support deflection, and retention influence

Requirements:

• 6+ years in customer education, enablement, or learning within B2B SaaS, with team leadership experience
• A transformation track record — you've moved programs from traditional, destination-based training toward more embedded, responsive models. You know what it takes and you've done it before
• Real AI fluency. You've integrated AI tools into content creation, delivery, or personalization workflows. You can speak concretely about what you've tried, what scaled, and what you'd do differently. This is not a 'willing to learn AI' role
• Customer-outcome orientation. You think in terms of adoption, time-to-value, and independence — not course completions
• Operational rigor. You can run a high-quality content operation (accuracy, cadence, stakeholder intake, measurement) while simultaneously driving a strategic shift. You don't sacrifice today's programs to chase tomorrow's vision
• Strong technical aptitude — able to internalize complex domains like data modeling, compensation logic, and workflow automation, then make them accessible to non-technical customers
• Data-informed decision making. You instrument programs, define metrics, and connect enablement activity to business outcomes
• Exceptional communication. Clear writing and the ability to align cross-functional stakeholders around a vision that may challenge how they've previously thought about customer education
• Experience designing in-product learning: contextual interventions, embedded guidance, AI-powered help agents
• Hands-on experience with digital adoption tooling (Pendo, WalkMe, Chameleon, or similar) and a point of view on where these fall short
• Familiarity with AI content generation workflows — LLMs, AI authoring tools, synthetic video (Synthesia, HeyGen, etc.)