Senior Manager, Customer Enablement

CaptivateIQ • Austin, TX

1d • Remote

About The Position

CaptivateIQ is seeking a Senior Manager, Customer Enablement to lead a transformation in how customers are enabled in an AI-forward world. This role involves reimagining enablement infrastructure, capabilities, and team structure. The position will own the CaptivateIQ Academy (on-demand learning platform), the Knowledge Center, and trainer-led delivery. The successful candidate will lead a team that impacts the entire customer lifecycle and collaborate with Customer Success, Support, Product, and Professional Services. This is a strategic transformation role, focused on building an enablement model for an AI-driven future, where product itself can facilitate customer learning, rather than solely operating existing programs.

Requirements

• 6+ years in customer education, enablement, or learning within B2B SaaS, with team leadership experience.
• A transformation track record: experience moving programs from traditional training to more embedded, responsive models.
• Real AI fluency: demonstrated integration of AI tools into content creation, delivery, or personalization workflows, with concrete examples of what has scaled and what could be improved.
• Customer-outcome orientation: focus on adoption, time-to-value, and customer independence.
• Operational rigor: ability to manage a high-quality content operation while driving strategic shifts.
• Strong technical aptitude: ability to understand complex domains (data modeling, compensation logic, workflow automation) and make them accessible to non-technical customers.
• Data-informed decision making: experience instrumenting programs, defining metrics, and connecting enablement activity to business outcomes.
• Exceptional communication: clear writing and ability to align cross-functional stakeholders around a vision for customer education.

Nice To Haves

• Experience designing in-product learning: contextual interventions, embedded guidance, AI-powered help agents.
• Hands-on experience with digital adoption tooling (Pendo, WalkMe, Chameleon, or similar) and an understanding of their limitations.
• Familiarity with AI content generation workflows: LLMs, AI authoring tools, synthetic video (Synthesia, HeyGen, etc.).

Responsibilities

• Build an AI-Native Education Engine: Reimagine enablement and education in SaaS, aiming for a system where customers can use the product effectively with minimal reliance on instructional videos, incorporating AI-powered delivery, adaptive content, and contextual help.
• Meet Customers Where They Are: Map the customer journey, identify friction points, and bridge the gap between confusion and clarity by partnering with Product and Design to embed contextual guidance, intelligent walkthroughs, and AI-assisted help directly into the product.
• Inform Product Direction: Surface enablement data and customer friction patterns to Product as actionable input, addressing self-service gaps at the product level.
• Lead & Grow the Team: Manage and develop a team covering content, learning experience design, training delivery, and knowledge management. Foster AI fluency, encourage experimentation, and coach the team to measure customer outcomes.
• Measure What Matters: Define success by product adoption, feature utilization, time-to-value, support deflection, and retention influence, rather than course completions. Build feedback loops between in-product engagement data and future development.

Benefits

• Comprehensive Healthcare: 100% coverage for medical, dental, and vision for all FTEs, with roughly 75% coverage for dependents.
• Flexible Time Off: Flexible vacation days plus quarterly mental health days.
• Annual Stipends: Funds for professional development and caretaking needs.
• Work Anniversary Bonuses: Annual bonuses that increase with tenure.
• Retirement Savings (US-Only): A 401(k) plan.
• Premium Tools: Latest Apple hardware.
• Inclusive Community: Active Employee Resource Groups (ERGs).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 101-250 employees