About the roleWe're hiring our first Customer Enablement professional to build Nooks University from the ground up. You'll create the learning experiences that help customers onboard independently, build confidence using Nooks, and keep learning as our product evolves.
This is a senior, self-directed individual contributor role with broad ownership and hands-on execution. You'll set priorities, create content, and establish the foundations of our customer education program. We're looking for someone who has built customer-facing enablement programs before and can turn an open-ended mandate into practical, useful learning experiences.
We prefer this person to be hybrid (3x/week) in our San Fransisco office to be close with the leadership and product teams.
What you'll own- Build Nooks University. Design and maintain a customer education program, with clear learning paths and certification tracks for admins, managers, and reps.
- Make onboarding self-service. Create accessible, role-specific learning that helps customers get started with less one-to-one support, especially in our downmarket segment.
- Create product videos first. Record concise walkthroughs, tutorials, and Loom-style videos that show customers how to use Nooks. Draw on our existing knowledge base and keep content current as the product UI changes.
- Support ongoing learning. Build an everboarding approach that helps existing customers adopt new features, refresh their skills, and get more value from Nooks over time.
- Partner across the business. Work closely with Customer Success, Product, Product Marketing, and Support to identify learning needs, validate content, and connect education to customer and product priorities.
- Teach customers directly. Run enablement sessions and be comfortable representing Nooks externally when needed.
- Own the program's tools over time. Evaluate vendors for new technology for the team, especially an LMS.
- Measure and improve. Use customer feedback and learning engagement to improve content, certification paths, and the self-service experience.
What you'll bring- 5+ years of experience in customer enablement at a high-growth SaaS company.
- Prior experience building and launching customer-facing enablement or education programs, including taking a program from an early idea to a working customer experience.
- A strong track record as a self-managed individual contributor who can define priorities, make decisions, and deliver independently.
- Hands-on skill creating product walkthrough videos and clear learning content, plus confidence running customer enablement sessions.
- Familiarity with tools such as Loom, Camtasia, or comparable video software
- Experience evaluating enablement vendors and implementing learning platforms, with the judgment to choose tools that fit the customer experience.
- Clear communication, strong cross-functional collaboration, and the ability to keep education accurate as a product changes quickly.
