Remote Customer Enablement Lead

TRUSTWELL; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare benefits

PTO / Holidays

Bonus

Equity program

Job summary

Trustwell is seeking a Customer Enablement Manager to architect scalable education experiences and drive product adoption across the customer lifecycle.

You will own the enablement content, knowledge base strategy, and training programs, partnering with Product, CS, Support, and Services to deliver measurable outcomes and reduce support reliance. This remote US role reports to the VP of Customer Experience and Operations.

Qualifications

• Bachelor’s degree in business, communications, marketing, customer experience, or related field.
• 5–7 years of relevant experience in customer enablement, customer education, or SaaS roles with demonstrated ownership.
• Experience developing knowledge base articles, written documentation, and scalable training resources.
• Experience creating, editing, and publishing customer training videos with screen recordings and instructional content.
• Experience with Zendesk Knowledge Base or similar self-service platforms.
• Experience using engagement and product adoption platforms (Pendo, ChurnZero, or similar).
• Strong SaaS customer adoption and self-service best practices.
• Ability to translate usage data into enablement improvements.
• Excellent written and visual communication; able to work independently.

Responsibilities

• Own onboarding and ongoing product adoption enablement programs.
• Design and maintain repeatable customer journeys across lifecycle.
• Own Knowledge Base strategy, structure, governance, and optimization.
• Create and maintain customer education content, including docs and videos.
• Translate complex product functionality into clear learning assets.
• Track adoption, usage, KB engagement, and support deflection.
• Collaborate with Product, CS, Support, Services, and Account Management on releases.
• Identify opportunities to increase self-service and reduce reactive support.

Skills

Knowledge base content

Training videos

AI-assisted video creation

Zendesk Knowledge Base

Adoption platforms

Pendo

ChurnZero

SaaS adoption

Data-driven enablement

Clear communication

Independent work

Education

Bachelor’s degree

Tools

Zendesk Knowledge Base

Pendo

ChurnZero

Job description

Trustwell is seeking a Customer Enablement Manager to architect scalable education experiences and drive product adoption across the customer lifecycle.

You will own the enablement content, knowledge base strategy, and training programs, partnering with Product, CS, Support, and Services to deliver measurable outcomes and reduce support reliance. This remote US role reports to the VP of Customer Experience and Operations.