Note: The job is a remote job and is open to candidates in USA. Kustomer is the industry leading conversational CRM platform perfecting every customer experience. They are seeking a Customer Education and Communities Manager to build and manage programs that help customers and partners maximize their value from Kustomer, focusing on product adoption and retention.
Responsibilities
- Centralizing Customer Onboarding Content. Consolidate onboarding material into a coherent program and own it going forward. Build the in-product education, guides, and adoption motions that get customers to value faster — directly feeding GRR
- Centralizing Partner-Facing Resources. Build an enhanced partner enablement program: certification, configuration playbooks, design templates, and implementation guides that let partners deliver independently and accelerate time to value across our customer base
- Centralizing Community Management. Run Kustomer's customer community as a managed channel — Slack, forums, and the cadences around them — that deflects routine product questions, creates peer-to-peer learning, and feeds adoption and retention
- Driving Product Adoption. Translate Kustomer's product capabilities into adoption motions that close knowledge gaps through targeted content, in-product education, and feature-specific campaigns tied to real usage data
- Partnering with Internal Teams on Product Curriculum. Design and run a structured product curriculum for our internal teams — onboarding, ongoing education as the product evolves, certification on key capabilities, and deep-dives on new releases. Partner closely with our internal Enablement team to make this stick
- Enablement Analytics. Track the metrics that prove the outcomes: GRR lift attributable to enablement programs, feature-level adoption rates, time-to-value benchmarks, partner certification completion, internal team product confidence scores, and content engagement. Report on ROI and iterate
Skills
- 5+ years in customer enablement, customer education, partner enablement, or a closely related function at a B2B SaaS company
- Demonstrated experience building enablement programs from scratch (not only executing within an established function)
- Strong product instincts — you can learn a complex platform deeply and translate technical capability into customer-facing value
- Fluency with AI tooling for content generation, knowledge management, and workflow automation. You don't just use AI; you've built workflows with it and can describe specific systems, measurable outcomes
- Track record working cross-functionally with Product, CS, PS, and Partner teams
- Excellent writing and content design skills — you can produce polished, customer-facing material independently
- Comfort with analytics and reporting on adoption, engagement, and ROI metrics
- Experience managing or growing a customer community is a strong plus
- Based in or able to commute to the NYC Metro area for hybrid work
Benefits
- Offers Equity
- Competitive salaries and stock options
- In the U.S. we offer 100% healthcare coverage
- 401K
- WiFi and Mobile reimbursement
- A generous vacation policy
- In the UK we also offer pension
- Supplemental health insurance and other perks
Company Overview
Kustomer is an omnichannel Software-as-a-Service (SaaS) CRM platform specializing in customer service. It is a sub-organization of Meta. It was founded in 2015, and is headquartered in Short Hills, New Jersey, USA, with a workforce of 201-500 employees. Its website is https://www.kustomer.com.