[Hiring] Director, Customer Enablement @ Bloomerang

Role Description

We are looking for a Director of Customer Enablement who is responsible for how customers learn, understand, and find answers across the Bloomerang platform. This role leads the strategy and structure of our knowledge ecosystem—including documentation, learning programs, and AI-powered self-service—ensuring customers can quickly access the information and training they need to succeed. By partnering closely with Product, Support, and Customer teams, this leader ensures product knowledge is accurate, structured, and continuously improved as the platform evolves.

What You Will Do

• Own the strategy and structure of Bloomerang’s customer knowledge and education systems.
• Embody a contagious mindset that drives results and you’re not afraid to fail fast and iterate.
• Design and maintain the architecture across the help center, LMS, and other learning platforms.
• Establish standards for documentation, learning content, and knowledge structure.
• Implement AI-assisted workflows for documentation and educational content creation.
• Manage the intake process for product changes and new features.
• Partner with Product and Engineering to align knowledge and learning content with releases.
• Partner with Customer Marketing & Customer Operations to drive the customer education strategy forward.
• Ensure product knowledge is accurate and consistent across help articles, training, and courses.
• Identify knowledge gaps through collaboration with Support, Education, and Customer teams.
• Lead and develop the team responsible for documentation and customer education content.
• Improve how knowledge and learning are surfaced through search, AI support, and training programs.

Qualifications

• AI-First Strategic Mindset: You approach knowledge management with a focus on how AI-assisted workflows can increase the speed, consistency, and scalability of content creation.
• Cross-Functional Collaboration: You have a proven ability to partner with Product teams to ensure documentation and training are baked into the release process, not treated as an afterthought.
• Educational Program Design: You can build structured learning resources and educational programs that drive platform adoption and improve tangible customer outcomes.
• Content Governance & Accuracy: You take pride in maintaining alignment between documentation and product changes, ensuring AI support tools return accurate answers based on well-structured data.
• Visionary Leadership: You know how to connect your team’s daily work to high-level business outcomes, keeping morale high and ensuring every team member sees the value of their influence.
• Scalable Systems Management: You have experience building knowledge systems that scale, effectively supporting both AI-powered self-service and human-led customer education.
• Data-Driven Problem Solving: You focus on "shifting left," utilizing self-service resources to proactively close knowledge gaps and measurably reduce support ticket volume.
• Editorial Consistency: You ensure a unified voice and high standard of quality across all documentation, training materials, and courses.

Benefits

• Health + Wellness: You’ll have access to generous health, vision, and dental insurance options as well as HealthiestYou, a healthcare service that offers convenient, confidential access to quality doctors 24/7, anytime, anywhere.
• Time Off: You'll get a competitive PTO package that includes 20 PTO days, 3 flex days, 4 optional volunteer days, 12 paid holidays, as well as paid parental leave. More is more!
• 401k: You'll receive a 401k match to help invest in your future.
• Equipment: Everything you need to be successful, shipped right to your door. You got this. We got you.
• Compensation: The salary range for this position is $105,700 - $176,100. You may also be eligible for a discretionary bonus. Actual compensation within the range will be dependent on your skills, experience, qualifications, and location, as well as applicable employment laws.
• Location: This is a permanent, full-time, fully remote position (within the U.S. and select Canadian Provinces only). Employees living in Indianapolis, IN are welcome to work from our company headquarters. We do not offer Visa sponsorship or relocation assistance at this time.
• Accommodations: Applicants who require accommodations may contact [email protected] to request an accommodation in completing an application.