Customer Enablement Specialist

The ideal candidate will be comfortable balancing structured implementation work with responsive, customer-focused support. They will bring a customer-first mindset, strong communication skills, and the ability to make complex compliance workflows easier to understand and act on. They will also use customer engagement and product analytics tools, including Pendo and ChurnZero.

What You'll Do
Customer onboarding and implementation Guide customers through the CE onboarding journey, from kickoff and setup through initial adoption, and support new users joining existing customer accounts. Help customers understand how to use CE in the context of their compliance program, workflows, and goals. Coordinate onboarding activities, timelines, follow-ups, and handoffs across internal teams. Identify risks to onboarding progress and proactively help customers get back on track. Establish a strong foundation for long-term customer adoption and self-sufficiency. Training and enablement Deliver live and recorded training sessions for customers and internal teams. Tailor training to different audiences, including administrators, assessors, and day-to-day CE users. Create and maintain practical enablement materials, guides, FAQs, and onboarding resources. Gather customer feedback and identify opportunities to improve training, documentation, and the overall onboarding experience. Support for self-managed customers Help self-managed customers build confidence and momentum using CE without requiring a high-touch engagement model. Provide targeted guidance, proactive outreach, and scalable resources based on customer needs and usage signals. Use Pendo and ChurnZero to monitor customer engagement, identify adoption trends or risks, and prioritize follow-up. Support customers with best practices for assessment preparation, workflow adoption, and ongoing platform usage. Recognize when a customer needs additional support and coordinate the appropriate next step with the broader Customer Success or Support team. Contribute to campaigns, office hours, training, pulse surveys, and other scalable customer enablement programs. Partnership with Strategic Customer Success Managers Serve as an enablement and implementation partner to Strategic CSMs. Support customer training, product education, implementation planning, and adoption activities for strategic accounts. Help CSMs prepare for customer meetings with relevant enablement content, usage insights, and recommended next steps. Participate in customer calls and follow-up activities when specialized CE expertise or additional implementation support is needed. Share customer themes, friction points, and product feedback with the CE Product and Customer Success teams.

What You'll Bring
2+ years of experience in customer onboarding, implementation, customer success, product enablement, training, or a related customer-facing function. Experience working with customers through implementation, adoption, or change management. Strong presentation, facilitation, written communication, and interpersonal skills. Ability to explain technical or complex concepts in a clear, approachable way. Strong organization and project coordination skills, with the ability to manage multiple customers and priorities. Ability to work with both high-touch strategic customers and scaled or self-managed customer programs. A proactive, resourceful approach to identifying customer needs and moving work forward. Ability to collaborate effectively across Customer Success, Support, Product, and other internal teams. Familiarity with compliance, risk, audit, or GRC concepts is helpful but not required. Experience with customer success, product analytics, or engagement platforms such as Pendo and ChurnZero is a plus.