Director of Customer Enablement

INNERGY • Austin, TX

1d • Remote

About The Position

The Director of Customer Enablement is responsible for building and leading INNERGY's customer enablement strategy across the entire post-sale customer journey. This leader will ensure both customers and Customer Experience teams have the knowledge, resources, and confidence to successfully adopt, implement, and maximize the value of INNERGY's solutions. Success in this role requires a strategic leader who can combine product expertise, customer enablement best practices, learning and development, cross-functional leadership, analytics, and operational execution to build a world-class Customer Enablement function that scales alongside the business. This individual will own the strategy, programs, content, and operational framework that enable employees and customers realize the full value of INNERGY's products throughout the customer lifecycle.

Requirements

• 8+ years of experience in Customer Enablement, Product Enablement, Customer Success, Professional Services, Product Management, Product Marketing, or a related field.
• Experience building and scaling enablement programs for complex B2B SaaS, ERP, or enterprise software solutions.
• Demonstrated success enabling both customer-facing teams and customers to drive product adoption and business outcomes.
• Strong understanding of the post-sale customer lifecycle, including onboarding, implementation, adoption, value realization, and customer success.
• Experience partnering closely with Product teams and translating complex product capabilities into practical, audience-specific learning experiences.
• Experience creating scalable learning programs, digital content, webinars, product documentation, knowledge resources, and self-service experiences.
• Exceptional cross-functional leadership and stakeholder management skills.
• Outstanding written, verbal, facilitation, and presentation abilities.
• Strong program management skills with the ability to prioritize and execute multiple strategic initiatives in a fast-paced environment.
• Experience using customer insights, product data, and business metrics to measure success and continuously improve enablement programs.
• A customer-first mindset and a genuine passion for creating Raving Fans.

Nice To Haves

• Experience with ERP software platforms.
• Experience with manufacturing, woodworking, millwork, cabinetry, construction, building products, or industrial technology.
• Experience with enterprise software implementations and complex customer workflows.
• Experience with internal certification, product accreditation, or learning program development.
• Experience with Learning Management Systems (LMS), knowledge management platforms, digital adoption platforms, and Customer Success technologies.
• Experience with product migrations, integrations, acquisitions, or platform transformations.
• Experience building release readiness and go-to-market enablement programs.
• Experience with product analytics and customer usage data to drive adoption strategies.
• Experience building or scaling a Customer or Product Enablement function.

Responsibilities

• Develop and execute INNERGY's customer enablement strategy across the entire post-sale customer lifecycle.
• Define how Customer Success, Professional Services, Onboarding, Customer Support, and customers are enabled to successfully adopt and utilize INNERGY's products.
• Build scalable, repeatable enablement programs that improve product proficiency, adoption, utilization, and customer outcomes.
• Establish a clear customer enablement roadmap aligned with Product, Customer Experience, and company priorities.
• Define, monitor, and report on KPIs that measure enablement effectiveness and business impact.
• Ensure all enablement initiatives support INNERGY's mission of creating Raving Fans.
• Serve as the primary enablement partner for Customer Success, Professional Services, Onboarding, and Customer Support.
• Develop role-based product learning paths for post-sale employees.
• Build structured onboarding and continuous learning programs for new and existing Customer Experience team members.
• Create internal product certifications and proficiency programs.
• Develop and maintain product playbooks, process documentation, job aids, FAQs, demonstration assets, and best-practice resources.
• Ensure post-sale employees possess the knowledge and confidence to guide customers effectively and consistently.
• Partner with Customer Experience leaders to identify product knowledge gaps and address them through targeted enablement.
• Foster a culture of continuous learning, accountability, customer advocacy, and the creation of Raving Fans.
• Design and deliver scalable customer-facing enablement programs that improve adoption throughout the customer lifecycle.
• Develop learning resources supporting onboarding, implementation, go-live, adoption, optimization, and expansion.
• Create product training, webinars, digital learning assets, walkthroughs, office hours, videos, and self-service resources.
• Partner with Customer Success to identify customers or segments requiring additional enablement.
• Lead targeted adoption campaigns focused on underutilized or strategic product capabilities.
• Ensure customer-facing content is practical, relevant, and aligned with how customers use INNERGY solutions in their businesses.
• Increase customer confidence, product proficiency, satisfaction, retention, advocacy, and long-term customer success.
• Partner closely with Product to ensure Customer Experience teams and customers are fully prepared for new releases and product enhancements.
• Establish a consistent release readiness process across the post-sale organization.
• Translate technical product updates into clear, actionable guidance for internal teams and customers.
• Develop release briefings, FAQs, training materials, videos, product guides, and customer enablement assets.
• Coordinate release communications across Product, Marketing, Customer Experience, Sales, and Engineering.
• Assess enablement impacts and identify risks associated with product changes.
• Gather post-release feedback and continuously improve future release and enablement processes.
• Own the customer enablement content ecosystem supporting both Customer Experience teams and customers.
• Establish governance standards for creating, organizing, reviewing, and maintaining enablement content.
• Ensure content remains accurate, current, searchable, and easily accessible.
• Maintain product documentation, knowledge articles, FAQs, guides, videos, training materials, and release resources.
• Identify outdated or ineffective content and lead continuous improvement initiatives.
• Partner with Product and Customer Support to improve documentation quality and self-service resources.
• Serve as the primary connection point between Product and the Customer Experience organization.
• Build strong partnerships across Product, Customer Success, Professional Services, Onboarding, Customer Support, Marketing, Sales, and Engineering.
• Represent the needs of customers and post-sale teams during product planning and release readiness discussions.
• Ensure enablement priorities align with customer needs, operational readiness, and business strategy.
• Partner with the Marketing Education team to maintain a clear distinction between customer product enablement and strategic industry education.
• Promote consistency across all customer-facing product messaging and educational content.
• Influence cross-functional stakeholders and drive alignment without relying solely on direct authority.
• Measure enablement effectiveness using operational, customer, learning, and product data.
• Track key metrics including product adoption, feature utilization, training participation, proficiency, time-to-value, support trends, and customer satisfaction.
• Identify relationships between enablement participation and customer outcomes.
• Leverage customer feedback, employee feedback, support trends, and adoption data to continuously improve enablement programs.
• Provide regular reporting, recommendations, and insights to Customer Experience leadership and executive leadership.
• Identify opportunities to leverage automation, AI, and emerging technologies to improve enablement effectiveness and scale self-service capabilities.
• Build and lead a high-performing Customer Enablement function.
• Establish clear team priorities, roles, operating rhythms, and accountability.
• Recruit, coach, and develop team members responsible for product training, enablement content, customer education, and learning programs.
• Lead multiple strategic and operational initiatives simultaneously while balancing long-term vision with day-to-day execution.
• Foster a culture centered on measurable outcomes, collaboration, continuous improvement, customer advocacy, and the creation of Raving Fans.

Benefits

• All your information will be kept confidential according to EEO guidelines.
• We support reasonable adjustments for individuals with disabilities in accordance with applicable laws.
• We prioritize employee wellbeing, flexibility, and a safe, supportive work environment across all regions.
• INNERGY is an Equal Opportunity Employer that values diversity at every level of the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed