tailkABOUT THE TEAM
The Scaled/Digital Customer Success team helps customers realize value from Mural through education, digital programs, and learning experiences at scale. This team plays a critical role in making high-quality customer education more personalized, accessible, and scalable. This role sits within our Scaled and Digital Customer Success team and reports to the Director of Customer Success.
YOUR MISSION
As a Customer Enablement Manager, your mission is to bring our customer enablement strategy to life through high-quality content, personalized learning experiences, and scalable programs. You will translate customer needs and product capabilities into clear, outcome-based learning journeys that help teams work better together and achieve real-world success with our platform.
You will build and scale modern customer education programs that help customers adopt priority use cases, reduce time-to-value, and increase product confidence.
WHAT YOU'LL DO
- Execute scalable education initiatives including self-guided, live, cohort-based, and peer-led learning experiences.
- Design outcome-based learning journeys and adaptive paths tailored to priority roles, use cases, and adoption milestones.
- Develop and maintain high-quality reusable content such as courses, guides, videos, templates, and interactive simulations.
- Partner cross-functionally with Product, Marketing, and CS to align education with launches and identify education gaps.
- Deliver internal enablement to CS Teams globally to ensure consistency in Customer Journey, Strategy Execution, and customer outcomes.
- Track and measure learning engagement, proficiency, and product adoption to continuously improve program effectiveness.
WHAT YOU'LL BRING
- 3+ years of experience in customer education, instructional design, or scaled Customer Success, ideally in B2B SaaS.
- Proven ability to design modern learning experiences using microlearning, scenarios, and social learning principles.
- Strong content creation skills with the ability to simplify complex product workflows into actionable learning assets.
- Data-informed mindset with comfort using product and learning metrics to drive program improvements.
- Excellent cross-functional collaboration and program management skills in a fast-paced environment.
- Familiarity with collaboration or visual work platforms (e.g., Mural) and design thinking principles.
- Experience with LMS, digital adoption platforms, and AI-enabled learning tools.
- Experience designing customer academies, community-led learning, or cohort-based programs.
Equal Opportunity
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.