About The Role
The Client Experience & Enablement Manager is responsible for translating product capabilities into clear, actionable value across the business and our customer base. Working closely with Product, you will take new features and updates and turn them into structured enablement and communication plans, enabling Sales and Post‑Sales teams to understand and communicate value, and ensuring customers receive clear, relevant, and consistent messaging. This role operates as a funnel, transforming product information into internal enablement, then refining it into customer‑facing communication and user enablement to ensure alignment across what we build, how we position it, and how customers experience it. A core part of this role is driving efficiency through AI and automation, identifying ways to streamline workflows, reduce manual effort, and scale enablement and communication while maintaining high quality.
What You’ll Do
Internal Enablement
- Develop and deliver product enablement for Sales and Post‑Sales teams, ensuring they understand new features, use cases, and how to communicate value to customers.
- Translate product updates into clear, concise internal messaging including summaries, talk tracks, and supporting materials for customer conversations.
- Own new feature enablement roll‑out, including content creation, internal communication, and coordination across business teams.
- Partner with Product to coordinate feature trainings, ensuring teams understand how capabilities work and how to communicate their value.
- Support Customer Success enablement, including onboarding, soft‑skill development, and best‑practice sharing.
- Work alongside the Chief Customer Officer to maintain and evolve enablement content and programs.
- Collect and curate best practices, customer stories, and learnings to continuously improve internal knowledge and materials.
- Maintain onboarding content and journeys within our LMS, ensuring materials are up to date while keeping maintenance lightweight and efficient.
- Continuously improve enablement delivery by identifying opportunities to automate end‑to‑end processes, from feature intake to content creation and distribution, leveraging AI to standardize workflows and reduce manual effort.
External Communication & Enablement
- Own and manage external communication related to product updates and launches, including outreach to customers and prospects through email, in‑app messaging, and lifecycle campaigns.
- Translate product updates into clear, user‑relevant messaging focused on use cases and value, ensuring communication supports both adoption and broader go‑to‑market efforts, avoiding overly technical language.
- Maintain a structured communication calendar aligned with product releases and broader business initiatives.
- Ensure a consistent voice across all user‑facing communication, collaborating with Marketing, Support, and Customer Success to avoid overlap and ensure alignment.
- Partner closely with Marketing to align on product launch communication and required assets, including newsletters, campaigns, and supporting materials such as one‑pagers or sales collateral for high‑impact or revenue‑generating features.
- Partner with Support to align on customer communications such as webinar invitations and educational content.
- Own and manage customer surveys, including setup, distribution, and ensuring data is collected effectively.
- Test and iterate on communication formats to improve engagement and effectiveness.
- Automate and scale customer communication workflows end‑to‑end, using AI to streamline content generation, segmentation, and distribution while maintaining clear, consistent, and high‑quality messaging.
About You
- Bachelor’s degree or equivalent experience in business, communications, or a related field.
- Native English speaker or equivalent fluency.
- 3–5 years experience in enablement, product marketing, customer experience, or a similar role.
- Strong communication skills with the ability to simplify complex concepts.
- Experience working cross‑functionally with Product, Sales, Customer Success, and/or Marketing teams.
- Comfortable creating and delivering content such as trainings, webinars, or presentations.
- Highly organized with the ability to manage multiple priorities.
- Curious and proactive about using AI to improve efficiency and automate workflows.
- Comfortable working in a fast‑paced, evolving environment.
Extra Credit
- Experience in SaaS/technology fields strongly preferred.
- Experience with User Guiding or similar customer messaging platform preferred.
- Experience designing or implementing automated workflows using AI tools.
Launchmetrics is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If there is anything extra we can do to help you feel at ease during your interview process, please let the PeopleOps team member you’ll be meeting with know.
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