Manager, Customer Support Enablement

AgencyAnalytics; Toronto; Remote; CAD 86,000 - 130,000; Full time

Job summary

A digital marketing solutions provider is seeking a Manager, Customer Support Enablement. This role involves leading the content strategy for support enablement, collaborating with various departments, and driving the development of educational materials. The ideal candidate has extensive experience in content management, strong leadership skills, and a passion for leveraging technology to enhance customer experience.

Qualifications

• 5+ years in Enablement, GTM, or similar role creating educational content.
• Experience developing content strategies that support customer success.
• Strong leadership and stakeholder management skills.

Responsibilities

• Own and scale all Support enablement content.
• Define strategy for the Knowledge Base.
• Collaborate with teams to develop engaging webinars.
• Analyze engagement and performance data for improvements.

Skills

Enablement

Customer Success

Content Strategy

Leadership

Stakeholder Management

Writing

Data Analysis

Job description

Manager, Customer Support Enablement

Department: Customer Support

Employment Type: Permanent

Location: Remote Canada

Compensation: $86,400 - $129,600 / year

Description

We’re looking for a Manager, Customer Support Enablement to join the AgencyAnalytics team! AgencyAnalytics helps digital marketing agencies grow by simplifying client reporting and empowering them through automation. Our team is fast-moving, collaborative, and passionate about building tools that make our customers’ lives easier, and we’re just getting started.

In this role, you’ll lead the strategy and execution of all support enablement content at AgencyAnalytics. From our internal and external Knowledge Bases to our Learning Management System (LMS) and customer webinars, you’ll own the programs that educate, empower, and elevate both our Support team and our customers.

You’ll collaborate across departments, including Product Marketing, Customer Success, and Customer Support, to deliver high-impact content that helps our customers succeed and our team scale efficiently. If you’re passionate about learning, storytelling, and using technology (including AI) to help people do their best work, this is the role for you.

We’d love to hear from you, even if you don’t meet 100% of the qualifications listed below.

As a Manager, Customer Support Enablement, you will:

• Own and scale all Support enablement content across our Knowledge Base, LMS, and webinar programs.
• Define the strategy for our Knowledge Base to ensure customers can self-serve quickly and confidently.
• Partner with the People team to design training programs that accelerate onboarding and drive continuous learning.
• Collaborate with Product Marketing to develop engaging webinars that boost customer adoption and product understanding.
• Explore and implement AI and automation tools that streamline content creation and improve relevance.
• Build and maintain clear style guides that ensure consistent, on-brand communication across all channels.
• Mentor and grow a small team, ensuring high-quality output and cross-functional collaboration.
• Analyze engagement and performance data to continually improve content and outcomes.

What You'll Bring

• 5+ years in Enablement, GTM, or a similar role creating and managing educational content for customers or internal teams.
• Proven experience developing content strategies that support customer success and team enablement.
• Strong leadership and stakeholder management skills, with experience in mentoring and developing others.
• Excellent writing and editing abilities, with a knack for tailoring content to different audiences and formats.
• Strong organizational skills with the ability to manage multiple projects and priorities.
• A data-driven mindset and experience turning insights into actionable improvements.
• Curiosity about emerging content trends and the responsible use of AI to scale enablement.

Bonus points if you have:

• Experience in a Customer Support environment and familiarity with support workflows.
• Hands-on experience managing an LMS, building onboarding paths, or developing training programs.

Compensation

Our base salary for this role ranges from $86,400 to $129,600 CAD. Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.