Product Enablement Manager at ChurnZero

Job description

Why this role matters ChurnZero ships fast, and we're shipping faster every quarter as AI accelerates our product development. That pace only pays off if our teams know what's new, why it matters, and can proactively help customers put it to work the moment it lands. You'll be the connective tissue between Product and every team that touches customers, making sure each release lands with people who are ready for it. Part of that work is raising our technical fluency: ChurnZero is a deeply configurable platform, and we want our Sales and CX teams to carry more of those conversations themselves, leaning on Sales Engineers and Solutions Engineers for the genuinely hard ones rather than the everyday ones. The other part is scale. You'll own and grow the library of AI skills that turns internal and external enablement from a scramble at each release into a repeatable system the whole company can work from. If you've sold, implemented, or supported ChurnZero customers and you've ever thought, "there has to be a better way to get our teams and our customers ready for what we ship," this is that role. How this role works across the company Two responsibilities anchor the role. You own the product foundation - the source-of-truth product knowledge, demo guidance, and enablement assets every other team builds on - and the feature release process that gets each release in front of people who are ready for it. Because your work reaches customers through other teams - Sales and CX Enablement, Customer Enablement, Customer Marketing, and our Technical Writer, each of whom owns their audience better than you will - your leverage is how much better their work gets. You're also the coordination point that keeps internal and customer-facing enablement aligned, so nothing drifts. Job Title: Product Enablement Manager Classification: Exempt Reports to: Chief Product Officer Location: Remote, US-based Target Salary Range: $95,000 to $105,000 What you'll own Feature release enablement • Own the release process end to end: timeline, cross-functional coordination, readiness bar, and the call on whether we're actually ready. • Direct the Feature Release Team, the cross-functional group that runs every release across Product, Marketing, Sales, CX, and Support. • Partner with Product Managers to turn technical release detail into product truth every team can use: what shipped, how it's configured, what the edge cases are, what it's called. • Run internal readiness: comms, training, and readiness checks across every team that touches customers. • Coordinate customer-facing readiness with Customer Marketing, Customer Enablement, and our Technical Writer so announcements, help content, and in-product references land with the release. • Keep talk tracks, one-pagers, and other shared artifacts current, either directly or as the product knowledge resource for the teams who own them. Demo enablement You won't own the demo system, but strong demos depend on you. • Provide the demo guidance: which use cases land, which moments matter, what a rep should show to make new functionality feel real rather than feature-listed. • Partner with Product Managers and Dev to make sure the demo environment has the data new functionality needs to demo well. • Configure demo scenarios at release moments alongside Sales and CX Enablement, when the setup is unfamiliar and the release detail is freshest with you. • Work with Product Marketing on whether and how the Golden Demo changes when new functionality ships. Ongoing enablement • Build and deliver proactive programs beyond release moments: refreshers, deep dives, role-specific training, and onboarding contributions for new hires. • Build technical depth, not just feature awareness. Sales and CX should leave training able to hold their own in technical conversations, escalating to Sales Engineers and Solutions Engineers when a conversation truly calls for it, not by default. • Partner with Sales Enablement, CX Enablement, Customer Enablement, and Customer Marketing to find product knowledge gaps and close them before they become deal or retention risks. • Maintain the library of enablement resources: training decks, recorded sessions, FAQs, quick-reference guides. • Keep product-led content on the ChurnZero website and in-product help references current, serving as the product expert to the teams who own those surfaces. AI-powered enablement ChurnZero runs enablement at scale on a growing library of AI skills—repeatable, documented instructions that let anyone run a task through AI and get the same result every time. You own that library. • Build new skills and maintain the ones that exist. That means understanding how a skill behaves, improving it based on real output, documenting it so someone else can run it and get the same result, and retiring the ones that have stopped earning their place. • Own the assets the skills depend on: the templates they read, the page structures they publish into, and the tier definitions that determine how much enablement a release gets. • Set the standard for how other teams build and use skills. As Sales Enablement, CX Enablement, Customer Enablement, and Customer Marketing start authoring their own, you're the person who reviews, advises, and keeps quality consistent without becoming a bottleneck. • Decide what gets built next based on where teams are actually losing time and/or accuracy. Feedback loop to Product • Capture how releases are landing internally: where confusion shows up, what's hard to explain, which questions keep coming back. • Bring that signal to Product Managers in a structured, useful way. This is the internal counterpart to the customer feedback Product already collects, and it surfaces different problems. Performance tracking • Measure whether enablement worked, not just whether it happened. Completion rates and confidence surveys are inputs. The outcomes are escalation rate to Sales and Solutions Engineers on routine questions, time from release to rep-led demo, support volume on newly shipped functionality, and adoption of what we ship. • Track which AI skills get used, by whom, and which have gone stale. • Report on what's working and adjust. Who you'll work with • Product Marketing Manager: your closest partner. Product Marketing sets the strategic narrative, competitive positioning, personas, and messaging frameworks. You bring release-level execution, ongoing enablement programs, and the field's actual experience of using that language. Each of you sharpens the other's work. • Product leadership and Product Managers: your source of truth for what's shipping and why, and your partners on demo environment readiness. • Technical Writer: your closest partner on the customer-facing side of a release. You align on what customers need to know, when it goes live, and how it maps to what our teams are hearing internally. Their work and yours ship together. • Sales Enablement, CX Enablement, Customer Enablement: your delivery partners. You provide the foundation; they customize and deliver for their audiences. • Customer Marketing: your partner on how customers learn what's new. They own the announcement and the adoption push. You make sure it's accurate, well-timed against the release, and consistent with the internal story. • Engineering: your partner on demo environment data and on understanding how new functionality behaves. • Sales Engineers and Solutions Engineers: your partners on technical depth. They carry the hardest conversations and demos. You make sure the rest of Sales and CX don't need them in every one. • Feature Release Team: the cross-functional group you direct. • GTM and CX leadership: your customers. Their teams' readiness is the bar you're measured against. What we're looking for Experience • 3+ years in Sales, CX, Support, Enablement, or Product Enablement at a B2B SaaS company. Extensive ChurnZero experience strongly preferred. Internal candidates are especially encouraged to apply. • Direct experience selling, demoing, implementing, or supporting ChurnZero (or a comparable Customer Success platform) is a significant plus. • Track record of running cross-functional projects on tight timelines, including work you were accountable for but didn't have authority over. Skills • Strong technical aptitude. You can dig into a new feature, understand how it actually works (data model, configuration, edge cases, integrations), and explain it three different ways for three different audiences. You're not satisfied with surface-level product knowledge. • Excellent written and verbal communication. You can write a release note, run a training, and answer a CSM's Slack question with equal clarity. • Real depth with AI tooling. Not just using AI well yourself. You can build something another person runs and get a consistent result, tell when it's producing bad output, and know when to fix it versus kill it. • Coordination without authority. You can get five teams on the same timeline when none of them report to you. • Project management chops. You can juggle multiple releases at different stages without dropping a ball. • Analytical mindset. You measure what you do and adjust based on what you learn. Personal attributes • Proactive and organized. You don't wait for the release to be "done" to start preparing teams. • Customer-centric. You think about how every release affects the people using the product and the people supporting them. • Adaptable. Our release pace will keep changing, and you'll need to change with it. • Collaborative. You build trust with PMs, AEs, CSMs, SEs, and enablement partners quickly and keep it. About ChurnZero ChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI™, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.

Requirements

Must-haves

Why this role matters
If you've sold, implemented, or supported ChurnZero customers and you've ever thought, "there has to be a better way to get our teams and our customers ready for what we ship," this is that role.
How this role works across the company
Job Title: Product Enablement Manager
Classification: Exempt
Reports to: Chief Product Officer
Location: Remote, US-based
What you'll own
Feature release enablement
Own the release process end to end: timeline, cross-functional coordination, readiness bar, and the call on whether we're actually ready.
Direct the Feature Release Team, the cross-functional group that runs every release across Product, Marketing, Sales, CX, and Support.
Partner with Product Managers to turn technical release detail into product truth every team can use: what shipped, how it's configured, what the edge cases are, what it's called.
Run internal readiness: comms, training, and readiness checks across every team that touches customers.
Coordinate customer-facing readiness with Customer Marketing, Customer Enablement, and our Technical Writer so announcements, help content, and in-product references land with the release.
Keep talk tracks, one-pagers, and other shared artifacts current, either directly or as the product knowledge resource for the teams who own them.
Demo enablement
You won't own the demo system, but strong demos depend on you.
Provide the demo guidance: which use cases land, which moments matter, what a rep should show to make new functionality feel real rather than feature-listed.
Partner with Product Managers and Dev to make sure the demo environment has the data new functionality needs to demo well.
Configure demo scenarios at release moments alongside Sales and CX Enablement, when the setup is unfamiliar and the release detail is freshest with you.
Work with Product Marketing on whether and how the Golden Demo changes when new functionality ships.
Ongoing enablement
Build and deliver proactive programs beyond release moments: refreshers, deep dives, role-specific training, and onboarding contributions for new hires.

Nice-to-haves

3+ years in Sales, CX, Support, Enablement, or Product Enablement at a B2B SaaS company. Extensive ChurnZero experience strongly preferred. Internal candidates are especially encouraged to apply.

Application prep

Use the role’s language and application details while tailoring your materials.

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