Enablement Manager

VitalSource Technologies

8d•Hybrid

About The Position

VitalSource® is hiring two Enablement Managers to contribute to our Customer Operations team. These roles will drive proactive enablement strategies that elevate the customer experience and accelerate product adoption. The Enablement Manager will translate gap analyses and insights into impactful training and strategic plans. Collaborating across teams, they will solve real customer challenges, raise satisfaction, and serve as the trusted escalation point when it matters most.

Requirements

3+ years in customer success, enablement, customer support, product experience, or a related customer-facing role.
Experience working in or supporting SaaS or B2B environments.
Hands-on experience with CRM or customer success platforms (e.g., Salesforce, ChurnZero).
Experience developing or delivering training, onboarding, or customer enablement content.

Nice To Haves

Proficiency using CRM and success platforms to manage communication, workflows, and customer data.
Ability to perform data analysis (Excel, reporting tools) and translate findings into actionable insights.
Proficiency with Microsoft Office tools (PowerPoint for training development, Excel for analysis, Word for documentation).
Ability to create and deliver effective customer training through live, virtual, or asynchronous formats.
Skill in creating clear, user-friendly enablement content such as KB articles, FAQs, tutorials, and communications.
Strong understanding of SaaS product usage patterns and customer lifecycle management.

Responsibilities

Identify gaps in customer experience, adoption, and knowledge; conduct root-cause analysis and develop strategic enablement plans to drive continuous improvement
Serve as the primary point of contact for customer communications, delivering timely updates on product features, enhancements, and support
Create customer-facing materials and deliver live and virtual training programs that help customers maximize product usage and build confidence
Identify opportunities to optimize use of VST tools, establish frameworks for anticipating customer needs, and shape future product enhancements
Act as the key escalation point for critical customer issues, driving prompt resolution and internal accountability
Partner cross-functionally with Product, Engineering, Sales, and Customer Success to align on customer needs and inform product and process improvements