[Remote] Product Enablement 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 Product Enablement Manager to build and own a new function within their CX organization, focusing on customer, partner, and community engagement to maximize value from Kustomer's offerings.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 workBenefitsCompetitive 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.Company H1B SponsorshipKustomer has a track record of offering H1B sponsorships, with 5 in 2025, 5 in 2024, 3 in 2023, 3 in 2022, 5 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.