Customer Enablement Lead

Humi Inc.; Cambridge; On-site; CAD 80,000 - 110,000; Full time

Job summary

An innovative automation company based in Cambridge, Canada, is looking for a Customer Enablement Lead to design and govern knowledge bases and learning platforms. The role involves ensuring high-quality customer deployments and outcomes through structured documentation and training. Qualified candidates should have 5+ years of experience in customer success or technical roles, strong communication skills, and a passion for innovation. Join us to transform the future of industrial automation!

Benefits

Health/Dental Benefits

Increased Vacation

Profit Sharing

Birthdays off with pay

Flexible work hours

Fitness incentive

Career development

Social and Team building events

Charitable donation matching

RRSP/401K Matching

AAA/CAA Basic membership coverage

Qualifications

• 5+ years of experience in customer success, enablement, support operations, or technical program roles.
• Experience standing up or owning Zendesk or a similar support platform.
• Experience building or governing customer-facing documentation and knowledge bases.
• Experience designing training programs or owning an LMS.
• Strong written communication skills for technical and non-technical audiences.

Responsibilities

• Design, govern, and continuously improve the NEXIA customer-facing knowledge ecosystem.
• Own the information architecture, standards, and lifecycle of all NEXIA customer-facing knowledge assets.
• Define documentation templates, contribution standards, review processes, and acceptance criteria.
• Program-manage documentation contributions from Product, Platform, and Implementation teams.
• Establish governance mechanisms to keep documentation current as the product and platforms evolve.

Skills

Customer success

Technical program management

Zendesk

Documentation management

Training program design

Technical communication

Job description

Overview

Customer Enablement Lead - NEXIA

Location: Cambridge, Canada

Type: Full-Time

Who We Are:

Since 1992, Powerhouse Controls has been on a mission to be recognized as a world-class, single-source drive and automation systems integration supplier.

We bring exceptional technical and engineering experience to the table, but what really sets us apart is an unsurpassed level of passion and commitment. We listen, question, collaborate, analyze and assess until we’re completely convinced that our recommendation is the best solution possible.

Powerhouse Controls is on the hunt for individuals who embody the spirit of innovation, collaboration, and integrity. We’re not just seeking employees; we’re searching for trailblazers who share our passion for shaping the future of control systems and automation. If you’re fueled by the fire of creativity, if you’re driven by a desire to collaborate with a diverse community of experts, and if your commitment to ethical excellence is unwavering, then you’re exactly who we’re looking for.

Position Overview

The Customer Enablement Lead – NEXIA is responsible for designing and governing the knowledge base standards and learning platforms that enable high-quality deployments and customer outcomes at scale.

As NEXIA grows in customers, partners, features, and architectural complexity, successful customer outcomes can no longer depend on tribal knowledge, informal processes, or ad hoc support interactions. This role exists to ensure that the inputs into customer enablement—documentation and training structures are intentional, consistent, and designed to produce reliable outputs.

Why Join Us?

You will be joining an amazing team with an awesome culture! Below are more perks to joining us!

• Health/Dental Benefits
• Increased Vacation
• Profit Sharing
• Birthdays off with pay
• Flexible work hours
• Fitness incentive
• Career development
• Social and Team building events
• Charitable donation matching
• RRSP/401K Matching
• AAA/CAA Basic membership coverage

What You’ll Do

Knowledge Library & Documentation Program

Design, govern, and continuously improve the NEXIA customer-facing knowledge ecosystem to ensure clarity, consistency, and long-term usability.

• Own the information architecture, standards, and lifecycle of all NEXIA customer-facing knowledge assets
• Define documentation templates, contribution standards, review processes, and acceptance criteria that ensure high-quality inputs from subject matter experts
• Ensure documentation focuses on configuration guidance, operational procedures, troubleshooting patterns, root cause analysis, and system ownership, not project-specific delivery artifacts
• Review, edit, and, when necessary, rewrite documentation inputs to ensure clarity, accuracy, and consistency with program standards
• Program-manage documentation contributions from Product, Platform, and Implementation teams, ensuring accountability and timely delivery
• Establish governance mechanisms to keep documentation current as the product, platform, and architectures evolve
• Enforce quality, completeness, and usability standards across all customer-facing knowledge, independent of who authored the content

Training, Learning Program & LMS

Design and govern the NEXIA learning and enablement system to ensure customers and partners can operate, evolve, and own their deployments with confidence.

• Own the learning strategy, structure, and standards for all NEXIA customer and partner training programs
• Define role-based learning paths for operators, administrators, partners, and advanced users, including prerequisites and competency expectations
• Select, configure, and govern a Learning Management System (LMS) to support scalable, repeatable learning
• Define content standards and contribution requirements for training materials, including written, visual, and interactive formats
• Review, edit, and, when required, rewrite or reframe training inputs to ensure clarity, accuracy, and alignment with training intent and operational reality
• Shift enablement away from ad hoc, project-based delivery toward structured programs and reusable learning assets
• Establish metrics to assess learning adoption, comprehension, and effectiveness, and refine programs accordingly

Note: The key accountabilities are not an exhaustive list and other duties may be assigned as needed.

What You Bring

Must-Have

• 5+ years of experience in customer success, enablement, support operations, or technical program roles
• Experience standing up or owning Zendesk or a similar support platform
• Experience building or governing customer-facing documentation and knowledge bases
• Experience designing training programs or owning an LMS
• Strong written communication skills for technical and non-technical audiences
• Ability to learn complex technical products quickly and deeply
• Proven ability to coordinate SMEs and deliver programs without direct authority

• Nice-to-Have
• Experience with industrial software, automation platforms, or OT/IT systems

• Familiarity with SCADA, data platforms, or distributed system architectures
• Experience supporting partner ecosystems
• Exposure to SaaS or license-based software models
• Experience running customer advisory boards or structured feedback programs

Opportunity Awaits

If you’re ready for empowering industry through practical innovation and taking on a pivotal role in a company that’s redefining industrial automation, we want to hear from you. Together, we can build a future where innovation and excellence drive success. Apply today!

Powerhouse Controls is committed to providing a barrier-free interview process and accommodating applicants’ needs in accordance with Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Should you require accommodations during the process, please contact our recruitment team.