Senior Customer Enablement Manager

Job Description

Customers succeed when they’re prepared. We make that happen.

We’re looking for a Senior Customer Enablement Manager who can turn complexity into clarity and preparation into confidence. Someone who builds learning experiences customers actually use, runs live programs like webinars and bootcamps, and creates practical resources that help them succeed from day one and beyond.

This is a senior, hands-on role with real ownership from the start and plenty of room to grow. If you’ve built scalable customer learning before, you’ll feel right at home here.

The Senior Customer Enablement Manager owns and scales customer enablement programs as structured, reusable offerings that improve customer readiness, adoption, and confidence. It focuses on preparing customers to succeed with Basware solutions and compliance rollouts while reducing delivery friction for project teams. The role combines program design with hands-on delivery of customer learning experiences and assumes ownership of live programs immediately.

Why this role exists

• Customers sometimes enter projects under-prepared, slowing delivery and increasing risk

• Delivery teams repeat education that should be scalable

• Guidance can deliver inconsistent customer experiences across regions

• Compliance rollouts require structured preparation for customer teams

• We want customer enablement to be a scalable capability that improves outcomes, not a series of one-off activities

What this role owns

Customer learning programs

• Design and operate scalable learning experiences that prepare customers for onboarding, rollout, adoption, and change

• Run recurring sessions such as webinars, briefings, office hours, academies, and bootcamps (virtual and in person)

Reusable enablement assets

• Own the development of reusable customer enablement kits by bringing together subject-matter expertise, structuring content, and producing assets directly where required

• Ensure materials match real delivery practices and remain current

Certification & education portfolio

• Build and maintain structured learning paths and certification programs for customers and partners

• Support both free and commercial learning offerings

Enablement productization

• Package learning content into scalable offerings reusable across regions, programs, and customers

• Identify opportunities where enablement supports adoption, expansion, or brand visibility

Customer insight loop

• Identify recurring customer questions, gaps, and friction points

• Feed insights into Product, CX, and GTM teams to improve readiness and outcomes

Measurement and improvement

• Track certifications achieved, adoption of materials, and customer satisfaction

• Use data and feedback to continuously improve programs

What success looks like

First 30 days

• Takes ownership of live customer enablement for France rollout

• Runs sessions and communications confidently

• Identifies improvement opportunities

• Builds stakeholder trust quickly

60 days

• Improves structure and clarity of programs

• Publishes upgraded enablement assets

• Establishes measurement baseline

• Reduces repeated customer questions

90 days

• Turns rollout enablement into repeatable framework

• Expands structured approach to other areas of ILM

• Launches readiness or certification model for customers

• Provides insight reporting

6 months

• Customers consistently prepared before delivery phases

• Delivery teams rely on reusable assets

• Customer satisfaction improves

• Early indicators of reduced delivery friction and revenue influence

Key stakeholders

• Customers

• Customer Experience teams (CSMs, Professional Services, Operations)

• Product & Technology

• Marketing

• Sales