Remote SaaS Customer Enablement Manager

Trustwell LLC; Northern (KY); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Healthcare benefits

PTO + Holidays

Competitive compensation + bonus

Growth opportunities

Job summary

Trustwell is seeking an experienced Customer Enablement Manager to build, operate, and improve enablement programs that help customers learn, adopt, and realize value from Trustwell products at scale. This role focuses on education strategy, knowledge management, training content, and designing scalable customer journeys across the full lifecycle.

You will translate complexity into clear learning assets for multiple personas, track adoption KPIs, and collaborate with Product, CS, Support, PS,

Qualifications

• Bachelor’s degree required.
• 5–7 years in customer enablement/SaaS roles with ownership.
• Experience with SaaS adoption and self-service.

Responsibilities

• Own the execution of customer enablement programs supporting onboarding and ongoing product adoption.
• Design, document, and maintain clear, repeatable customer journeys aligned to key customer lifecycle stages.
• Own the Knowledge Base strategy, including structure, content standards, governance, and ongoing optimization.
• Create and maintain customer education content, including written documentation and training videos.
• Translate complex product functionality into clear, usable learning assets for multiple customer personas.
• Track and analyze enablement KPIs such as adoption, feature usage, knowledge base engagement, and support deflection.
• Use data, customer feedback, and trends to continuously improve enablement content and customer journeys.
• Partner cross-functionally with Product, Customer Success, Support, Professional Services, and Account Management to support releases and reduce customer friction.
• Identify opportunities to improve self-service and reduce reliance on reactive support through proactive education.
• Perform other duties as assigned.

Skills

Knowledge base content

Training videos

Customer enablement

Data-driven decisions

Cross-functional collaboration

Written communication

Visual communication

Independent work

Education

Bachelor’s degree

Tools

Zendesk KB

Pendo

ChurnZero

Job description

Trustwell is seeking an experienced Customer Enablement Manager to build, operate, and improve enablement programs that help customers learn, adopt, and realize value from Trustwell products at scale. This role focuses on education strategy, knowledge management, training content, and designing scalable customer journeys across the full lifecycle.

You will translate complexity into clear learning assets for multiple personas, track adoption KPIs, and collaborate with Product, CS, Support, PS,