[Remote] Customer Education and Communities Manager

Note: The job is a remote job and is open to candidates in USA. Kustomer is the industry leading conversational CRM platform perfecting every customer experience. They are seeking a Customer Education and Communities Manager to build and manage programs that help customers and partners maximize their value from Kustomer, focusing on product adoption and retention.ResponsibilitiesCentralizing Customer Onboarding Content. Consolidate onboarding material into a coherent program and own it going forward. Build the in-product education, guides, and adoption motions that get customers to value faster — directly feeding GRRCentralizing Partner-Facing Resources. Build an enhanced partner enablement program: certification, configuration playbooks, design templates, and implementation guides that let partners deliver independently and accelerate time to value across our customer baseCentralizing Community Management. Run Kustomer's customer community as a managed channel — Slack, forums, and the cadences around them — that deflects routine product questions, creates peer-to-peer learning, and feeds adoption and retentionDriving Product Adoption. Translate Kustomer's product capabilities into adoption motions that close knowledge gaps through targeted content, in-product education, and feature-specific campaigns tied to real usage dataPartnering with Internal Teams on Product Curriculum. Design and run a structured product curriculum for our internal teams — onboarding, ongoing education as the product evolves, certification on key capabilities, and deep-dives on new releases. Partner closely with our internal Enablement team to make this stickEnablement Analytics. Track the metrics that prove the outcomes: GRR lift attributable to enablement programs, feature-level adoption rates, time-to-value benchmarks, partner certification completion, internal team product confidence scores, and content engagement. Report on ROI and iterateSkills5+ years in customer enablement, customer education, partner enablement, or a closely related function at a B2B SaaS companyDemonstrated experience building enablement programs from scratch (not only executing within an established function)Strong product instincts — you can learn a complex platform deeply and translate technical capability into customer-facing valueFluency with AI tooling for content generation, knowledge management, and workflow automation. You don't just use AI; you've built workflows with it and can describe specific systems, measurable outcomesTrack record working cross-functionally with Product, CS, PS, and Partner teamsExcellent writing and content design skills — you can produce polished, customer-facing material independentlyComfort with analytics and reporting on adoption, engagement, and ROI metricsExperience managing or growing a customer community is a strong plusBased in or able to commute to the NYC Metro area for hybrid workBenefitsOffers EquityCompetitive salaries and stock optionsIn the U.S. we offer 100% healthcare coverage401KWiFi and Mobile reimbursementA generous vacation policyIn the UK we also offer pensionSupplemental health insurance and other perksCompany OverviewKustomer is an omnichannel Software-as-a-Service (SaaS) CRM platform specializing in customer service. It is a sub-organization of Meta. It was founded in 2015, and is headquartered in Short Hills, New Jersey, USA, with a workforce of 201-500 employees. Its website is https://www.kustomer.com.