About this role.
This Customer Enablement Manager role sits within Mural's Scaled/Digital Customer Success team, focusing on creating scalable customer education programs that drive product adoption and time-to-value. The position involves designing outcome-based learning journeys, developing reusable content, and delivering both customer-facing and internal enablement. The ideal candidate has experience in instructional design or scaled customer success within B2B SaaS, and a data-informed mindset. The role is highly cross-functional, partnering with Product, Marketing, and CS teams to align education with business goals. This is an individual contributor role reporting to the Director of Customer Success, with significant ownership over learning program strategy and execution.
Role DNA
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Job Complexity
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4/5Autonomy Level
4/5Communication Load
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Enablement Manager position at Mural. With over 3 years of experience in customer education and instructional design within B2B SaaS, I have a proven track record of building scalable, outcome-based learning programs that accelerate adoption and reduce time-to-value.
My expertise includes designing modern learning experiences using microlearning, scenarios, and cohort-based formats, as well as leveraging data to continuously improve engagement and proficiency. I have collaborated closely with Product and Marketing teams to align education with launches and ensure seamless customer journeys.
I am particularly drawn to Mural's mission of helping teams work better together, and I would be thrilled to bring my content creation and program management skills to your Scaled and Digital Customer Success team. I look forward to the opportunity to contribute to your customer enablement strategy.
Sincerely, [Your Name]
Sample interview questions
I developed a self-paced onboarding course for a SaaS product, using microlearning videos and interactive simulations. The program reduced time-to-value by 30% and increased product adoption by 25% within three months, as measured by in-app analytics.
I use a blended approach, offering short visual guides for quick learners, interactive scenarios for hands-on learners, and live cohort sessions for those who prefer social learning. I also segment content by role and adoption milestone to ensure relevance.
I track learning engagement (completion rates, time spent), proficiency (assessment scores, certification rates), and business outcomes (product adoption, feature usage, and customer health scores). I also use feedback loops to refine content continuously.
During a major feature release, I partnered with Product to create detailed release notes and with Marketing to time a webinar series. I designed a quick-start guide and a short video tutorial, resulting in 40% of users adopting the feature within the first week.
I regularly explore digital adoption platforms and experimental AI tools for content personalization. I also participate in industry webinars and follow instructional design communities to integrate best practices into my programs.
ABOUT THE TEAM
The Scaled/Digital Customer Success team helps customers realize value from Mural through education, digital programs, and learning experiences at scale. This team plays a critical role in making high-quality customer education more personalized, accessible, and scalable. This role sits within our Scaled and Digital Customer Success team and reports to the Director of Customer Success.
YOUR MISSION
As a Customer Enablement Manager, your mission is to bring our customer enablement strategy to life through high-quality content, personalized learning experiences, and scalable programs. You will translate customer needs and product capabilities into clear, outcome-based learning journeys that help teams work better together and achieve real-world success with our platform.
You will build and scale modern customer education programs that help customers adopt priority use cases, reduce time-to-value, and increase product confidence.
WHAT YOU’LL DO
Execute scalable education initiatives including self-guided, live, cohort-based, and peer-led learning experiences.
Design outcome-based learning journeys and adaptive paths tailored to priority roles, use cases, and adoption milestones.
Develop and maintain high-quality reusable content such as courses, guides, videos, templates, and interactive simulations.
Partner cross-functionally with Product, Marketing, and CS to align education with launches and identify education gaps.
Deliver internal enablement to CS Teams globally to ensure consistency in Customer Journey, Strategy Execution, and customer outcomes.
Track and measure learning engagement, proficiency, and product adoption to continuously improve program effectiveness.
WHAT YOU’LL BRING
3+ years of experience in customer education, instructional design, or scaled Customer Success, ideally in B2B SaaS.
Proven ability to design modern learning experiences using microlearning, scenarios, and social learning principles.
Strong content creation skills with the ability to simplify complex product workflows into actionable learning assets.
Data-informed mindset with comfort using product and learning metrics to drive program improvements.
Excellent cross-functional collaboration and program management skills in a fast-paced environment.
Familiarity with collaboration or visual work platforms (e.g., Mural) and design thinking principles.
Experience with LMS, digital adoption platforms, and AI-enabled learning tools.
Experience designing customer academies, community-led learning, or cohort-based programs.
Equal Opportunity
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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