Enablement Manager

VitalSource®, is hiring two Enablement Managers to contribute to our Customer Operations team located in Raleigh NC, Chicago IL, Franklin TN, or Boston MA (preferred locations). Applicants outside of these preferred locations will still be considered.

We're looking for two Enablement Managers who doesn't just support customers — they transform them. You'll drive proactive enablement strategies that elevate the customer experience and accelerate product adoption, translating gap analyses and insights into impactful training and strategic plans. Collaborating across teams, you'll solve real customer challenges, raise satisfaction, and serve as the trusted escalation point when it matters most.

Key Responsibilities:

• Identify gaps in customer experience, adoption, and knowledge; conduct root-cause analysis and develop strategic enablement plans to drive continuous improvement
• Serve as the primary point of contact for customer communications, delivering timely updates on product features, enhancements, and support
• Create customer-facing materials and deliver live and virtual training programs that help customers maximize product usage and build confidence
• Identify opportunities to optimize use of VST tools, establish frameworks for anticipating customer needs, and shape future product enhancements
• Act as the key escalation point for critical customer issues, driving prompt resolution and internal accountability
• Partner cross-functionally with Product, Engineering, Sales, and Customer Success to align on customer needs and inform product and process improvements

Required Qualifications:

• 3+ years in customer success, enablement, customer support, product experience, or a related customer-facing role. 
• Experience working in or supporting SaaS or B2B environments. 
• Hands-on experience with CRM or customer success platforms (e.g., Salesforce, ChurnZero). 
• Experience developing or delivering training, onboarding, or customer enablement content. 

Preferred Skills:

• Proficiency using CRM and success platforms to manage communication, workflows, and customer data. 
• Ability to perform data analysis (Excel, reporting tools) and translate findings into actionable insights. 
• Proficiency with Microsoft Office tools (PowerPoint for training development, Excel for analysis, Word for documentation). 
• Ability to create and deliver effective customer training through live, virtual, or asynchronous formats. 
• Skill in creating clear, user-friendly enablement content such as KB articles, FAQs, tutorials, and communications. 
• Strong understanding of SaaS product usage patterns and customer lifecycle management. 

Salary Range: $68,000 to $84,000

What We Offer:

• Culture: Collaborative, Inclusive, and Mission-driven. 
• More in your pocket: Competitive base salary and a strong variable component.
• We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance 
• Retirement: 401K match up to 5%.
• We support our families: 12 weeks of paid parental leave.
• Continued education: Use our tuition reimbursement program.
• The Importance of Balance: Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
• Flexibility: Flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home.
• Wellness: Opportunities for fitness challenges and rewards.

Who We Are:

VitalSource Technologies, LLC has powered digital content delivery across the higher education ecosystem for over 30 years. Winner of the 2024 CODiE award for Most Innovative Ed Tech company, VitalSource delivers more than 28 million learning materials globally each year. With unmatched scale, the VitalSource Learning Delivery Network is trusted by thousands of content providers and institutions worldwide to deliver impactful learning experiences, fuel affordable access programs, and drive a learning advantage for every student. Learn more at http://get.vitalsource.com/  and follow us on LinkedIn.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish