Customer Enablement Lead (US)

Realtime Robotics•Boston, MA

1d•Remote

About The Position

Realtime Robotics sells software that changes how the world's largest manufacturers program and validate their robotic production lines. Customer engineers are adopting a workflow their industry has no muscle memory for, and the speed at which they become competent and self-sufficient directly determines the success of each deployment. This role owns the self-service layer of the customer experience: the documentation, curriculum, in-product guidance, and content infrastructure that enables customers to resolve issues and build competence without requiring internal support. It is a systems role accountable for outcomes (deflection rate, time-to-competence, content freshness), not a page count.

Requirements

5 to 7+ years in program management, customer success, customer education, or a related customer-facing role at a B2B software company.
Demonstrated ability to manage cross-functional initiatives and communicate effectively with both technical and non-technical stakeholders.
Track record of measuring and improving self-service outcomes (deflection, activation, time-to-value), not just producing deliverables.
Strong project management skills: planning, prioritization, risk identification, and status reporting.
Technical aptitude to learn a complex engineering product deeply.
Skilled at extracting knowledge from subject matter experts and turning it into teachable, scalable content.
Proficiency with Jira, HubSpot, or similar project management and CRM tools.
Comfortable operating as a function of one, with the judgment to know when that needs to change.
Willingness to travel as needed to support customer engagements and on-site visits.

Nice To Haves

Bachelor's degree in Business, Engineering, or a related field.
MBA or relevant graduate degree a plus.
PMP, CSM, or equivalent certification.
Experience in a SaaS, industrial software, or manufacturing automation environment.
Background in simulation, CAD/CAM, robotics, or industrial software is a significant plus.

Responsibilities

Define the customer competence journey and build the curriculum, reference material, and in-product guidance to take engineers from first login to self-sufficient power user.
Establish content standards for the craft at the heart of the product: building robust, well-structured process simulation files. Developed by extracting expertise from delivery and application engineers.
Own the metrics: self-service deflection rate, time-to-competence, content coverage vs. product surface, content freshness vs. release cadence, and error-message click-through to resolution.
Build and maintain the content infrastructure: information architecture, authoring and review workflow, versioning aligned to releases, and publishing surfaces (docs portal, in-product help, video, structured courses).
Run a monthly prioritization loop: mine Support and Success data to determine what to build, fix, or retire.
Partner with Product Management to improve error reporting and in-product guidance so the product itself becomes the first teacher.
As the function matures, hire and direct contributors (writers, instructional designers, video). System first, headcount second.