Customer Enablement Lead

Summary

Join Help Scout's Customer Enablement team as a Customer Enablement Manager and play a pivotal role in shaping and growing this function. You will focus on helping customers successfully adopt key features to improve long-term retention, directly impacting the company's success. This role involves strategic customer selection, translating customer interactions into educational content, and efficiently allocating resources between personalized support and scalable enablement. Initially, you will work independently, establishing processes and learning the product, with a clear path to a Director-level role. A week might include onboarding sessions, customer outreach, sales calls, and synthesizing learnings to inform company strategy. The ideal candidate is a customer advocate with strong technical understanding, strategic thinking, exceptional communication skills, and a results-oriented approach.

Requirements

• Customer Advocate: You always have the customer’s back
• You take the time to understand their unique pain points and use case, and you use all tools available to help solve their problem
• You bring a solid technical understanding of SaaS products and can translate features into value for both customers and sales prospects
• You are comfortable driving larger impact by advocating cross-team for product changes and resources to help support customers
• Curious & Adaptable: You're comfortable with ambiguity and excited by the opportunity to shape and define processes where they don't yet exist
• You’re collaborative with teammates and energized by building new programs in fast-evolving environments
• Strategic thinker and driver: You’re able to understand the bigger picture even while operating in a short-term space
• You take a strategic, experimental approach—balancing short-term needs with a long-term vision
• You have strong project management skills with the ability to prioritize initiatives based on potential customer impact on health scores
• Exceptional Communicator: You’re confident leading onboarding sessions—from kickoff to training and optimization—and know how to tailor experiences for different customer needs
• Results-oriented: You’re data-driven and analytical, using metrics to guide program development and measure effectiveness
• You have experience creating impactful training programs that drive user adoption and retention, or you’ve seen it done and have your ideas that you’re eager to try

Responsibilities

• Strategic customer selection: Identifying and prioritizing high-value customers and critical use cases where direct, 1-on-1 guidance will have the most meaningful impact on customer outcomes
• Insight-driven scaling: Translating patterns, trends, and learnings from direct customer interactions into comprehensive educational content, documentation, and self-service tools that empower the broader customer base
• Efficient resource allocation: Balancing personalized support for key segments with scalable enablement resources that serve customers across different growth stages and engagement levels
• You may conduct a couple of onboarding sessions with new customers, do some personalized customer outreach, or join a Sales call to explain our onboarding programs and answer product questions
• You’ll experiment with new ways to engage with the customers and improve the customer health metric
• Since you’ve spent time listening and learning from customers, you’ll spend time synthesizing your learnings, communicating them with the broader organization, and ensuring we’re working on the most valuable things for customers
• Your primary responsibilities will be leading our Onboarding program and identifying opportunities where working 1:1 with customers can improve their customer health score
• You'll be instrumental in establishing, shaping, and growing our Customer Enablement function— by defining success metrics, applying measurement frameworks, and directly working with customers to improve their experience

Benefits

• Healthcare coverage
• Wellness resources
• The salary range for this role is $123,000- $144,000