Customer Enablement Lead

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $123K - $144K

Help Scout is seeking a Customer Enablement Specialist to help businesses delight more customers. We are a fully remote company with a mission to build a company that brings out your best and leaves the world a better place, balancing profit and purpose as a Certified B Corporation.

About the Role

This role is instrumental in establishing, shaping, and growing our Customer Enablement function. The focus is on strategically scaling our impact across our diverse SMB customer base through a balanced approach of targeted human interaction and scalable self-service resources. This differs from traditional customer success by emphasizing the creation of scalable enablement systems rather than relationship management.

Your Impact

Your focus is helping customers successfully adopt critical features that correlate directly with long-term retention. Success will be measured by our in-house customer health score, and moving this number will fundamentally impact the company's long-term success.

The Team

You will report to the VP of Customers, Abigail Phillips. You will work closely with the Customer Education Lead, Alison Groves and Docs Lead, Melanie Shears to create cohesive learning pathways for customers. You will also interact regularly with the Director of Sales, Dillon McDermott and Director of Account Management, Sewar Nasser, as well as support team members, account managers, sales, and product team members.

Timezone and Location Requirements

• Must be located in Eastern, Central, Mountain, or Pacific time zones.
• Note: We are only able to hire in the United States for this role.

Company Values

• Happy to Help: We show up for others with generosity and empathy.
• Craft over Convention: We push ourselves to go beyond the norm and hold each other to high standards.
• Progress not Perfection: We ship our best effort, listen, iterate, and continuously search for improvement.
• Own the Outcome: We consider the impact of our actions and believe trust and integrity are non-negotiable.

Specific Responsibilities (as indicated by the provided content)

• Strategic customer selection: Identifying and prioritizing high-value customers and critical use cases where direct, 1-on-1 guidance will have the most meaningful impact.