Customer Enablement Manager

About the role:

The Customer Enablement Manager (CEM) ensures hospital administrators and staff are ready to use PetDesk solutions from go-live onward, training them to apply best practices, use key reporting and admin tools, and work confidently in the product day-to-day.

This is fundamentally a build-first role. Reporting to the Director of Customer Success, the CEM partners with Project Managers, Build, Customer Success, Support, and Product to keep training grounded in what customers actually need; but the real impact comes from the curriculum and content they design - a quality that holds up long after any single session ends.

Apply if you’re excited to::

• Design, build, and maintain training content and curricula across every format, 1:1, small group, webinar, and asynchronous/Academy, keeping materials current as PetDesk's products and each customer's toolset evolve

• Deliver role-specific training for practice administrators, front and back office staff, DVMs, and other audiences, teaching PetDesk best practices and how other solutions' workflows fit with PetDesk so customers can apply them confidently day to day

• Partner with Project Managers and Build teams to understand high-complexity implementations, including configuration, timelines, priorities, and build in just-in-time training accordingly

• Serve as a feedback loop to both Implementation and Customer Success teams, highlighting process, skill, or learning gaps that may need extra training or support, and identifying accounts whose needs may exceed the standard scope

• Partner with CS, Support, and Product to align on customer needs, share training insights, and support handoffs across the customer journey. Gather customer feedback to improve training content and delivery, and fill gaps in the Knowledge Base

• Facilitate live and virtual sessions for customers, adapting pace and approach so participants at any technical comfort level can ask questions and practice new workflows

• Use AI to work more efficiently, personalize training, and keep improving how customers get educated

About you::

• Portfolio required, showing sample job aids and live or e-learning training content

• Instructional design and curriculum development experience required; this is a build-first role, not facilitation-only. Should include experience storyboarding and building microlearning and e-learning content, with clear objectives, knowledge checks, and/or certifications for asynchronous and Academy-style learning

• 2+ years in training, onboarding, customer education, or similar customer-facing enablement work, ideally in healthcare or SaaS

• Experience designing and delivering role-specific training for different audiences, administrators, front- and back-office staff — grounded in adult-learning principles that make complex concepts practical and approachable

• Strong oral and written communication skills, with experience facilitating live training sessions, both virtual and in person, and leading confident interactions with customers and internal stakeholders

• Empathy, patience, and adaptability when working with people across a wide range of technical comfort levels

• Quick to learn new software workflows and best practices, and confident applying them

• Veterinary clinic or SaaS customer training experience preferred

What success looks like::

• Practice administrators and staff reach confidence in their specific, role-relevant workflows by go-live, and both customers and internal partners trust that staff are prepared to perform critical workflows independently from Day 1

• Customers understand and can independently apply PetDesk best practices following training that's tailored to their specific implementation, roles, workflows, and configuration — never one-size-fits-all

• Training completion and attendance consistently meet targets across relevant customer roles

• Low volume of basic "how-to" support tickets in the weeks immediately following go-live

• Training and enablement feedback scores consistently meet or exceed expectations

• Training content and enablement materials are consistently up-to-date, high-quality, and reflective of current product functionality and best practices across the full customer lifecycle, not just at launch

• Knowledge Base content is accurate, accessible, and actively used by customers as a self-serve resource

• CS, Support, and Product consistently receive timely, relevant input from training insights, supporting smoother handoffs and alignment across the customer journey

Benefits & Perks::

• Medical coverage for employees and dependents (80-90% covered by employer)

• Employer HSA contribution with HDHP

• 401(k) match up to 3.5%

• Dependent Care Flexible Spending Account (FSA)

• Dental & Vision coverage available

• Basic Life and AD&D Insurance

• Short and Long Term Disability

• Flexible Time Off & 12 Paid Annual Holidays

• Paid Parental Leave

• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance

• $250 Annual Stipend for Learning and Development