For this job, we are currently only hiring candidates based in the United States. For more information on where we employ, please see below. 

About the Role

Ontra is seeking a Customer Enablement Manager reporting to our Senior Managing Director, who leads our Customer Success Operations and Strategy team. 

We’re looking for a proven customer enablement or education leader who’s excited to empower our customers by owning our customer-facing help center, creating and managing dynamic enablement programs in partnership with Customer Success Managers, and building a comprehensive library of content aligned with product roadmaps and marketing messaging.

If you are a proactive and resourceful professional with a knack for creating clear and engaging content, adept in project management from inception to completion, and possess exceptional communication and collaboration skills, we’d love to get to know you!  This is a great opportunity to build a function from the ground up.

What You’ll Do

• Help Center Management: Oversee the development and continuous improvement of a customer-facing help center, ensuring it meets the evolving needs of users.
• Content Creation and Coordination: Write and manage the creation of help center articles, video tutorials, and training materials that align with product roadmaps and marketing strategies.
• Program Development: Design and implement customer enablement programs in collaboration with Customer Success Managers and implementation teams to enhance user proficiency and satisfaction.
• Cross-Department Collaboration: Work closely with Product and Product Marketing teams to ensure all enablement content is accurate and integrates seamlessly with new feature releases.
• Data-Driven Insights: Analyze customer engagement data to evaluate the effectiveness of enablement initiatives and guide future content development.
• Customer Experience Enhancement: Proactively improve product adoption and overall customer experience by leveraging feedback and usage patterns.

What You’ll Bring

• Experience: 3+ years of experience in customer enablement, customer success, education, or related fields, particularly in a mid-to-large B2B SaaS environment.
• Help Center Management: Proven experience in creating and managing a help center, knowledge base, or Learning Management System (LMS) such as Docebo.
• Data-Driven Approach: Demonstrable experience in using data and analytics to measure the impact of customer enablement programs.
• Cross-Functional Collaboration: Experience working effectively with product management and product marketing teams.
• Communication Skills: Excellent communication abilities, with a focus on technical writing.