Customer Enablement Manager

TOPdesk; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Learning budget 10% of basic salary

Pension scheme with company contrib.

Private health insurance options

Cycle-to-work scheme

Annual leave and birthday off

Employee assistance program

Team outings and rewards

Job summary

TOPdesk in the United Kingdom is seeking a Customer Enablement Manager to connect strategy with day-to-day execution, driving scalable enablement for product changes and improving customer experience. You will work with teams across the business to implement data-driven improvements, own key systems, and develop resources with Product & Technology to empower colleagues and customers alike.

This role offers hybrid working, a learning budget, pension contributions, private health options, and

Qualifications

• 3+ years in or with B2B SaaS customer support teams, delivering scalable solutions.
• Proactive, ownership-driven with focus on continuous improvement.
• Customer-centric mindset and passion for improving journey.
• Strong stakeholder coordination across international teams.
• Excellent communication translating complex info into guidance.
• Structured, process-oriented with ability to define docs.
• Fluency in English.

Responsibilities

• Identify gaps in operational processes and design improvements using data and feedback.
• Own systems and tools; improve usage and explore automation/AI.
• Champion data-driven decision-making; ensure reporting and insights reach stakeholders.
• Coordinate product launches and end-of-life cycles; translate features into updates.
• Partner with Product & Technology to develop enablement resources and training materials.

Skills

B2B SaaS

Customer enablement

Project management

Data-driven

Cross-functional collaboration

English fluency

Job description

Are you passionate about improving how customer-facing teams work and helping them get the most out of new product capabilities? As our Customer Enablement Manager, you’ll connect strategy with day-to-day execution—driving smarter processes, better use of tools and data, and clear enablement for product changes. You’ll work closely with teams across the business to create scalable improvements that strengthen both colleague performance and the customer experience.

This is a rewarding opportunity for someone who’s passionate about creating empowering people and creating impact.

Key Responsibilities

• Identify gaps in operational processes and ways of working, using data and feedback to implement meaningful improvements. Work closely with operational teams and senior leadership to design and implement solutions that drive high adoption and tangible impact.
• Take ownership of key systems and tools, continuously improving how they are used and proactively exploring how automation and AI can reduce manual work and free up colleagues for higher-value activities.
• Champion data-driven decision-making across the customer domain, ensuring reporting and dashboards remain accurate and that the right insights reach the right people.
• Coordinate product launches and end-of-life cycles across the customer domain. Act as the single point of contact, translating upcoming features, capabilities and end-of-life changes into clear, timely updates so colleagues are well equipped.
• Partner with Product & Technology (P&T) to develop enablement resources—including guides, best practices and training materials that give teams the confidence to work with new capabilities. Keep this resource library accurate, relevant and easy to find across the customer domain.

About You

We’re looking for someone who can drive momentum in a fast-moving environment, take initiative and collaborate effectively across teams. You’ll likely be a great fit if you have:

• 3+ years of experience working in or alongside B2B SaaS customer support teams, with a track record of implementing solutions that scale efficiently and effectively.
• A proactive mindset and a strong sense of initiative and ownership. You don’t just identify what could be improved—you take responsibility for driving it forward and delivering tangible impact, with a genuine passion for continuous improvement.
• A customer-centric approach, curiosity about user needs and a desire to make a meaningful impact on the customer journey.
• Strong project management skills, with experience coordinating stakeholders across international and cross-functional teams.
• Excellent communication skills, with the ability to translate complex information into relevant, practical guidance for different audiences.
• A structured, process-oriented approach to work, with the ability to bring clarity and order to processes and documentation, even when not everything is clearly defined.
• Fluency in English.

Commitment to Diversity

TOPdesk is committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds and experiences.

This is what you do it for

The nicest colleagues, a laptop, and a salary that grows with you. That is a no brainer, of course. But there’s more. Much more. Here you’ll discover more of our employment conditions.

• Competitive base salary and profit share scheme
• Hybrid, flexible working and healthy work-life balance
• Learning budget equivalent to 10% of your basic salary
• Generous pension scheme with company contributions up to 8%
• Enhanced maternity & paternity leave
• Private health insurance options
• Cycle-to-work scheme and techscheme
• 15 fully paid sick days, 5 days paid parental/carer leave, and 2 volunteering days
• 26 days of paid annual leave (plus public holidays) and your birthday off!
• Employee Assistance Program for you and your family
• Unlimited career support
• Benefits including team outings & rewards, Perkbox membership, and offices with foosball, darts, and ping-pong!

10 to Grow

Use 10% of your work hours and a budget equivalent to 10% of your gross annual salary for personal development.

Simply do it during work time. Did we mention helping people is part of our DNA?

Paid parental leave

Enhanced maternity & paternity options to suit your family needs.

Desired monthly gross salary

How did you find us?

Remarks/ additional arrangements Do you have any remarks or require additional arrangements from TOPdesk to support your application or interview process?