Customer Education and Communities Manager

Kustomer•New York, NY

2d•$140,000 - $162,000•Hybrid

About The Position

Kustomer is seeking a Customer Education and Communities Manager to establish and lead a new function within their CX organization. This role will be responsible for designing and executing programs aimed at maximizing customer and partner value from the Kustomer platform. The goal is to accelerate time-to-value, enhance retention, and empower the partner ecosystem. This is a senior individual contributor role reporting to the Chief Revenue Officer, functioning as a one-person product enablement and customer education team. The role will leverage AI tooling and automation for content creation, community management, and analytics to drive product adoption, faster time to value, and improved Gross Revenue Retention (GRR). Success will be measured by increased product adoption rates, quicker time to value for customers and partners, and enhanced GRR through optimized onboarding and deeper product utilization.

Requirements

5+ years in customer enablement, customer education, partner enablement, or a closely related function at a B2B SaaS company
Demonstrated 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 value
Fluency 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 outcomes
Track record working cross-functionally with Product, CS, PS, and Partner teams
Excellent writing and content design skills — you can produce polished, customer-facing material independently
Comfort with analytics and reporting on adoption, engagement, and ROI metrics
Based in or able to commute to the NYC Metro area for hybrid work

Nice To Haves

Experience managing or growing a customer community is a strong plus

Responsibilities

Centralizing 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 GRR.
Centralizing 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 base.
Centralizing 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 retention.
Driving 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 data.
Partnering 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 stick.
Enablement 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 iterate.