Customer Enablement Manager

San Francisco, New York, Remote Customer Success Full-time

Blend helps lenders maximize their digital agility. Our digital lending platform is used by Wells Fargo, U.S. Bank, and other leading financial institutions to increase customer acquisition, improve productivity, and accelerate the delivery of any banking product across every channel. We process more than $3.5 billion in mortgages and consumer loans daily, helping millions of consumers get into homes and gain access to the capital they need to lead better lives.

The Customer Enablement Manager is responsible for driving product onboarding and adoption across Blend’s diverse user base. This includes working across functions at Blend – product, product operations, marketing, and account management – to develop highly engaging content that educates and enables users of the platform. In some cases, you will be delivering this content in live events and webinars, and in other cases, you will be building materials for our customers’ in-house teams to deliver. You will also help determine and implement growth strategies through automated delivery of motivational or educational prompts to users who need a little nudge to be successful in their Blend journey.

How You'll Contribute:

  • Become an expert in the Blend platform and varying user personas and use cases
  • Enable customer change management organizations through train the trainer, shared collateral, and certification programs
  • Onboard Blend platform users through live events, webinars, and automated onboarding programs
  • Drive adoption of Blend features and platform workflow through automated campaigns
  • Convert users to champions by investigating challenges, highlighting value, and delivering bite-sized enablement at the moment of need
  • Partner with Product Operations and Deployments to identify and communicate best practices
  • Partner with Account Management to gather feedback, identify user adoption trends, and prioritize input from the field

Who You Are:

  • B2B SaaS, Banking, Mortgage or Finance experience in an internal enablement role or customer-facing role (trainer, content creator, CSM, implementation consultant, enablement, growth, customer marketing)
  • Coaching and enablement, learning and development, and change management skills, plus content creation and delivery
  • Able to leverage performance data, adoption metrics, and sales metrics to develop enablement programs and growth campaigns
  • High empathy for end-users; able to influence user behavioral changes
  • Self-starter; capable of driving incremental progress and clearing obstacles in a low-structure environment that requires cross-functional collaboration
  • Strong time management and time tracking skills

Bonus Points:

  • Experience with Brainshark, Asana, Camtasia, Zendesk, Highspot, Marketo, WalkMe
  • Comfortable giving presentations to large groups of people
  • Experience with recording audio tracks for video creation is a plus
  • Self-sufficient with data analysis tools

Benefits and Perks:

  • Meaningful equity and a 401(k) plan
  • Comprehensive health benefits
  • Wellness benefits covering a variety of wellness activities, gym memberships, fitness classes and more
  • Daily meal stipend for non-regularly remote employees during COVID-19 (and lunch, dinner,snacks, and Pizza Fridays provided in offices outside of COVID-19)
  • Weekly mindfulness meditation class
  • Weekly remote company all-hands 
  • 4 months of paid parental or personal leave
  • Flexible work schedule, with open vacation policy and companywide mental health days during COVID-19
  • Work from home office set up stipend and internet stipend during COVID-19

Blend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law, including the San Francisco Fair Chance Ordinance.

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