Product Enablement & Insights Lead

Summary

Join Jane, a remote-first company dedicated to simplifying healthcare for practitioners and patients, as their Product Enablement & Insights Lead. Lead the Co-Pilot program and customer insights function, ensuring support teams are equipped to handle new product updates. Translate customer feedback into actionable insights for the Product team. Work cross-functionally with the Customer Team, reporting to the Director of Customer Success Operations. Cultivate a high-performing, inclusive team, championing knowledge-sharing and collaboration. This role requires strong analytical and storytelling skills, experience with customer feedback platforms, and a deep understanding of customer-centric thinking. Jane offers a competitive salary, benefits, and a supportive, inclusive work environment.

Requirements

• 3-5 years of experience in a customer success, product operations, or enablement role, with at least 1 year of people management experience
• Strong analytical and storytelling skills- you can turn data into actionable recommendations and craft compelling presentations that influence decision-making
• Experience working cross-functionally, especially with product, support, and product marketing teams
• A deep understanding of customer-centric thinking, paired with a structured approach to problem-solving
• Comfort with tools such as Canny, Help Scout, Talkdesk, or other customer feedback and enablement platforms
• Experience designing and rolling out enablement programs at scale
• Strong communicator who can bridge technical and non-technical stakeholders
• Empathy-led leader who believes that a well-informed support team leads to a better customer experience

Responsibilities

• Team Leadership: Cultivate a high-performing, inclusive, and collaborative team environment aligned with Jane’s values
• Manage, coach and grow a team of Co-Pilots and Feature Request Experts, ensuring alignment on goals and accountability for deliverables
• Champion a culture of ownership, knowledge-sharing, and collaboration between Support, Product, and PMM
• Drive clarity through 1:1’s, team meetings, and goal-setting that foster personal and team growth
• Customer Feedback & Insights (Canny): Own the full lifecycle of community sourced feedback on Jane’s Feature Request board, ensuring customer requests are accurately captured, prioritized, and translated into actionable insights
• Establish consistent processes for prioritizing customer feedback, tagging and surfacing feature requests to ensure alignment with product strategy
• Work with Product to ensure Jane’s public-facing roadmap is up to date, accurate, and reflective of current priorities
• Ensure customers receive clear communication and updates through the feature request tool
• Product Enablement & Co-pilot Program: Lead the Co-pilot program to support smooth, customer-focused product launches
• Ensure Support is proactively trained and enabled to handle new feature rollouts with confidence - through async learning sessions, messaging and clear documentation
• Celebrate wins and track adoption impact, sharing measurable stories with Product and beyond
• Customer Intelligence & Reporting: Design and maintain a scalable framework for gathering feedback and sentiment from support interactions and other key channels
• Deliver regular insights and dashboards that surface emerging trends, pain points, and opportunities for improvement
• Use insights to create compelling, data-backed reports and presentations to inform Product decisions

Benefits

Minimum annual salary of $75,000 and maximum annual salary of $ 105,000