Full-Time Customer Enablement Manager

About the RoleIn this role, you will focus on enhancing customer experience and driving product adoption. Collaborating closely with Customer Success Managers, Customer Support, Product Management, Product Marketing, and Leadership to ensure our customers are equipped to maximize their use of Affinity.

Key Responsibilities

• Guide and inform support/outage/escalation protocol in partnership with Integrations and Product
• Stay knowledgeable about product changes and new features; provide feedback to Product and early and often
• Regularly communicate with CS, product, support, engineering, to maintain alignment on customer, product, and enablement strategy
• Maintain internal and external support knowledge base
• Proactively seek best-in-class technology to deliver customer training and enablement
• Own in-product customer journey, guiding adoption of Affinity’s most powerful features
• Implement content strategies to drive self-service adoption and reduce inbound volume
• Develop educational content that aligns with customer milestones and product strategy
• Create and manage PX engagements for product announcements and feature releases
• Support product team initiatives by delivering strategic in-app messaging campaigns
• Build in-app guides, walkthroughs, and tooltips to drive user engagement
• Leverage data to develop targeted in-app strategy to encourage deeper product engagement
• Collaborate with CS team to drive PX campaigns supporting customer lifecycle milestones

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