Product Enablement Manager

Kustomer•New York, NY

1d•Hybrid

About The Position

Kustomer is hiring a Product Enablement Manager to build and own a net-new function within our CX organization. You'll design and run the programs that help our customers, partners, and community get maximum value from Kustomer — accelerating time-to-value, improving retention, and enabling our partner ecosystem to scale. This is a high-leverage, senior IC role reporting to the Chief Revenue Officer. You'll operate as a one-person product enablement function, using AI tooling and automation to produce content, manage community, and run analytics at an increasingly accelerated scale. We're looking for someone who's excited about this model and can translate product capabilities into adoption motions across multiple audiences. Key impacts include: Product Adoption Rates — closing the usage gap across all features, as we continue to ship new capabilities at pace. Faster Time to Value — empowering partners and customers to move to live deployment with greater speed and independence. Gross Revenue Retention (GRR) — by optimizing product onboarding, deepening product adoption, and ensuring our customer base derives greater value from everything we ship. This is a one-person function operating at the scale of a team — leveraging AI tooling and automation across content, analytics, and community management.

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.