Reports to: Chief Customer Officer
Location: Remote (Santa Clara, CA preferred)
Compensation: $110,000 - $160,000 (total cash compensation)
About the Role
We are seeking a Senior Content and Enablement Manager to build and scale our enablement function from the ground up. You will own the strategy, development, and delivery of all training and enablement programs for our Customer Success Teams as well as our customers. You will create content across onboarding, ongoing product education, and certification programs for both audiences. This is a high-impact role with the opportunity to grow into leadership as the function scales.
Key Responsibilities
- Content Development: Build comprehensive, reusable training materials for internal teams and customers across product features, solutions, and best practices. Leverage AI tools to scale content creation efficiently and maintain quality across a growing library.
- Learning Management: Own strategy and execution within our existing learning management platform. Ensure internal teams and customers have clear pathways to consume training, track completion, and validate knowledge through assessments and knowledge checks.
- Product Integration and CS Alignment: Integrate into the product release lifecycle to identify new features, changes, and enhancements ahead of launch. Develop training content in parallel with product development and coordinate with Customer Success teams to ensure feature announcements, training materials, and customer education are aligned and ready at launch.
- Program Design and Delivery: Design enablement programs tailored to different audiences (CSMs, Implementation Engineers, Sales, internal stakeholders, and customers). Facilitate live training sessions and coordinate with subject matter experts to ensure expert-led instruction where appropriate.
- Continuous Improvement: Maintain and update existing training materials as products and solutions evolve. Gather feedback from internal teams and customers, and iterate on program effectiveness.
- Cross-Functional Collaboration: Partner with Product, Implementation, and Customer Success leadership to align enablement with business priorities and ensure training reflects real customer and team needs.
Must Have
- Proven experience building enablement programs from the ground up, or successfully scaling existing programs at a growing company.
- Hands-on expertise developing reusable, scalable training content for both internal and external audiences (video, documentation, interactive modules).
- Demonstrated experience using AI tools to create and enhance training content efficiently.
- Strong facilitation and communication skills; ability to translate complex technical concepts for diverse audiences.
- Project management capability; comfort wearing multiple hats in a lean environment.
- Passion for building knowledge systems that empower teams and customers to succeed.
Nice to Have
- Leadership experience or track record managing small teams.
- Background in financial services, SaaS, or B2B software training.
- Experience designing and running knowledge checks and certification programs.
- Familiarity with credit union or community banking operations.
What Success Looks Like
Within the first 90 days, you will have assessed existing training materials, identified gaps, and launched a prioritized content development roadmap for both internal and customer audiences. Within six months, you will have established clear consumption pathways and baseline knowledge checks within our LMS, with measurable engagement from both internal teams and customers. Within one year, you will have built a comprehensive enablement library that measurably improves time-to-competency, reduces support escalations, and serves as a competitive differentiator for the company.
