Customer Enablement Manager

About the Role

In this role you will be focused on enhancing customer experience and driving product adoption. Collaborating closely with Customer Success Managers, Customer Support, Product Management, Product Marketing and Leadership to ensure our customers are equipped to maximize their use of Affinity.

Key Responsibilities

• Guide and inform support/outage/escalation protocol in partnership with Integrations and Product
• Stay knowledgeable about product changes and new features; provide feedback to Product and early and often
• Regularly communicate with CS, product, support, engineering, to maintain alignment on customer, product and enablement strategy
• Maintain internal and external support knowledge base
• Proactively seek best-in-class technology to deliver customer training and enablement
• Own in-product customer journey, guiding adoption of Affinity’s most powerful features
• Implement content strategies to drive self-service adoption and reduce inbound volume
• Develop educational content that aligns with customer milestones and product strategy
• Create and manage PX engagements for product announcements and feature releases
• Support product team initiatives by delivering strategic in-app messaging campaigns
• Build in-app guides, walkthroughs, and tooltips to drive user engagement
• Leverage data to develop targeted in-app strategy to encourage deeper product engagement
• Collaborate with CS team to drive PX campaigns supporting customer lifecycle milestones

Who You Are:

• You have 2-3 years of experience in content strategy, technical writing, customer education, or a related field in a SaaS environment
• You understand how to break down complex product concepts into digestible, user-friendly content.
• You’re proactive and excited about using content to enhance customer experience and drive product adoption.
• You have a customer-first mindset and are eager to support a scaled customer success model through content-driven engagement.
• You are data-driven and comfortable measuring content impact on customer behavior, usage, and retention

Bonus Points:

• Has worked in the VC, Private Markets, Investment Banking, Financial Services verticals in the past
• Experience as a Gainsight Administrator

What you'll enjoy at Affinity: 

• We live our values as playmakers who are obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do.
• We pay your medical, dental, and vision insurance with comprehensive PPO and HMO plans. And provide flexible personal & sick days. We want our team to be happy and healthy :) 
• We offer a 401k plan to help you plan for retirement.
• We provide an annual budget for you to spend on education and offer a comprehensive L&D program – after all, one of our core values is that we’re #obsessedwithlearning! 
• We support our employee’s overall health and well-being and reimburse monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment.
• Virtual team building and socials. Keeping people connected is essential.

Please note that the role compensation details below reflect the base salary only and do not include any variable pay, equity, or benefits. This represents the salary range that Affinity believes, in good faith, at the time of this posting, that it will pay for the posted job.  

A reasonable estimate of the current range is $76,900.00 - $108,000.00 USD Base. In addition, this position is also eligible to receive Commission based on departmental KPIs. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.