Customer Enablement Manager in Remote, Oregon at Instrumentl

Customer Education & Onboarding

• Build and deploy educational materials that improve customer onboarding, product adoption, and awareness of Instrumentl’s value prop
• Create and deliver high-impact training programs and identify new opportunities for customer education
• Create and maintain self-serve resources for customers

Communications & Engagement

• Own a customer communication strategy that drives engagement and promotes brand loyalty
• Leverage quantitative and qualitative data to drive segmentation strategies and dynamic personalization for various communication efforts
• Develop, manage, and maintain data-driven messaging campaigns with high open rates and low opt-out rates to create a coherent customer journey and improve product adoption

Retention & Advocacy

• Scale customer retention and identify upsell opportunities using a metrics-backed approach
• Serve as the voice of our customers, share customer feedback, and advocate for our customers’ needs, especially with revenue and product teams
• Assist with customer support questions and day-to-day tasks that enable our team and customers

Required

• 2+ years of customer-facing work experience, ideally in a Customer Success, Onboarding, or Training role in a SaaS environment
• Customer education and onboarding: able to manage customer onboarding processes that combine human interaction and self-service tools
• Community engagement and program design: able to conceptualize, build, and lead creative customer engagement efforts that turn users into vocal advocates
• Communication: you pride yourself on your ability to communicate complex topics easily over video and in writing
• Empathy: warm and approachable, genuinely interested in fostering collaborative relationships with colleagues and customers
• Adaptability: thrives in fast-paced environments and comfortable handling ambiguity and change
• Ownership: proactive approach to process improvement with the confidence to execute on new ideas
• Tech savviness: familiar with tools like G Suite, Zoom, Slack, Intercom, and Canva
• Growth mindset: takes feedback in stride and exhibits a growth mindset every day

Nice to Have

• Experience working with nonprofit or SMB customers
• Background in nonprofit development or fundraising
• Experience in an early-stage startup environment
• Experience working remotely

For US-based candidates, the target salary range for this role is $70,000 – $85,000 USD, plus equity. Final compensation is determined based on experience, skillset, scope of responsibility, interview performance, and geographic location. We’re committed to paying competitively and equitably.

Benefits

• 100% covered health, dental, and vision insurance for employees (50% for dependents)
• Generous PTO, including parental leave
• 401(k)
• Company laptop and home-office stipend
• Bi-annual company retreats

Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here.