Trustwell is looking for ambitious, energetic problem-solvers who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm. Trustwell is on a mission to change the food industry. Combining FoodLogiQ’s supply chain management software with Genesis’ nutritional analysis and label development solution, the Trustwell Connect platform creates the food industry’s only full-scale solution connecting product development and regulatory-compliant labeling with supplier compliance, enhanced traceability, and automated recall management. From food and supplement manufacturers to retail grocers and restaurant chains, more than 2,500 food companies around the world use Trustwell software as their trusted source for compliance and quality solutions in the food industry. For more information, visit www.trustwell.com.
Role: Customer Enablement Manager
FLSA: Full Time | Exempt | Salaried | Remote (US)
Reports to:VP of Customer Experience &Operations
Scope of Position: The Customer Enablement Manager is an experienced individual contributor responsible for building,operating, and continuously improvingTrustwell’scustomer enablement ecosystem so customers can clearly learn, adopt, and realize value fromTrustwellproducts at scale through data-driven education and customer journey design.
This role owns customer education strategy, knowledge management, training content (written and video), and the design and optimization of repeatable customer journeys across the full customer lifecycle. The Customer Enablement Manager is accountable for ensuring customers efficiently understandTrustwellproducts, adopt key functionality, and achieve intended outcomes through scalable, high-quality self-service and enablement programs.
The Customer Enablement Manager uses customer data, product usage insights, and feedback to prioritize enablement initiatives, measure effectiveness, and drive continuous improvement in adoption and self-service. The role partners closely with the VP of Customer Operations & Experience and works cross-functionally withProduct, Customer Success, Support, Professional Services, and Account Management to ensure enablement efforts are aligned, measurable, and scalable,operatingwith strong ownership and accountability and without people management responsibilities.
Essential Duties & Responsibilities including but limited to:
- Own the execution of customer enablement programs supporting onboarding and ongoing product adoption.
- Design, document, andmaintainclear, repeatable customer journeys aligned to key customerlifecycle stages.
- Own the Knowledge Base strategy, including structure, content standards, governance, and ongoing optimization.
- Create andmaintaincustomer education content, including written documentation and training videos.
- Translate complex product functionality into clear, usable learning assets for multiple customer personas.
- Track and analyzeenablementKPIs such as adoption, feature usage, knowledge base engagement, and support deflection.
- Use data, customer feedback, and trends to continuously improveenablementcontent and customer journeys.
- Partner cross-functionallywith Product, Customer Success, Support, Professional Services, and Account Management to support releases and reduce customer friction.
- Identifyopportunities to improve self-service and reduce reliance on reactive support through proactive education.
- Perform other duties as assigned.
Required Skills/Abilities
- Proven experience developing andmaintainingcustomer enablement content, includingknowledge base articles, written documentation, and scalable training resources.
- Hands-on experience creating, editing, and publishingcustomer training videos, including screen recordings and instructional content; experience withAI-assisted video creation toolspreferred.
- Experience managing andoptimizingKnowledge Base and self-service platformssuch asZendesk Knowledge Baseor similar tools.
- Experience usingcustomer engagement and product adoption platforms(such asPendo,ChurnZero, or similar) to support customer education, feature adoption, and ongoing engagement.
- Strong understanding ofSaaS customer adoption and self-service best practices, with the ability to translate usage data into enablement improvements.
- Ability to analyze product usage, adoption, and engagement data toidentifytrends and drive continuous improvement in enablement programs.
- Strong written and visual communication skills with a focus on clarity, usability, and scalability.
- Ability to work independently with high ownership while collaborating effectively across Product, Customer Success, Support, and Professional Services teams.
Education/Experience
- Bachelor’s degreerequired(business, communications, marketing, customer experience, or a related field preferred).
- Five to seven years of relevant experience in customer enablement, customer education, customer experience, or SaaS customer-facing roles withdemonstratedownership of enablement programs.
Total Rewards Package:
- Full healthcare benefits, including medical, dental, and vision.
- Supplemental benefits, including STD, LTD, HSA, 401k, etc.
- Responsible Time Off (PTO) + Holiday Pay
- Competitive Compensation + Bonus!
- Excellent culture, growth opportunities, plus much more...
What to expect - the Hiring Process!
- Interview with Human Resources
- Interview with Hiring Manager
- Peer Interview
- Offer of Employment (Background Screening/References)
The compensation for this role is based on several factors, including the candidate's experience, education, skills, and alignment with the responsibilities outlined for the role. The anticipated salary range for this role is outlined below; with most candidates hired in the mid-range.
To learn more about the culture & employee experience at Trustwell, check out our LinkedIn or GlassDoor!
Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team.
Acceptable Background and References Required; Upon any conditional offers made by Trustwell. Equal Opportunity Employer/ DFWP/ Affirmative Action
The pay range for this role is:85,000 - 95,000 USD per year(Remote (Raleigh, North Carolina, US))
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