We’re looking for a Customer Education & Enablement Manager to own the engine that turns new features into adoption, and existing features into outcomes. You’ll design how we launch, teach, and document — internally for CSMs and Support, externally for the workplace managers and property teams running buildings every day.
Sitting across Product, Engineering, CX Ops and Customer Success, you’ll own the Help Centre end-to-end, build the release playbook, and run CSM-branded communications that land at the right moment. Success looks like faster time to value, higher adoption on the features we push, and fewer “how do I…?” tickets.
Reporting to the Director of Customer Operations, this role is open to candidates based anywhere in the UK or Ireland, with occasional travel to London.
About Equiem
Equiem builds the tenant experience platform behind some of the world’s most recognisable buildings — Canary Wharf, British Land, Oxford Properties, Brookfield, Empire State Realty Trust. Over 800 buildings across 25+ countries use Equiem One to run operations, manage flexible space, and keep their tenant communities engaged.
We’re a strategic partner to the biggest names in commercial real estate, and we take that seriously.
The Role
Our customers love the platform. We want them to love how much of it they actually use.
What You’ll Do
Partner with Product and Engineering to plan and run launch enablement for new features — internal briefings for CSMs and Support, external announcements, short videos, how/why guides, and links into the platform or Help Centre.
Drive adoption uplift for existing features. Find the under‑used capabilities, package the quarterly “adoption kits” CSMs can run with customers, and measure the lift over 30–90 days.
Own the Help Centre end-to-end: structure, taxonomy, quality, and an SME technical review step that keeps everything accurate.
Build the internal troubleshooting layer — permissions, expected behaviour, known caveats sitting behind public articles — so Support stops solving the same ticket twice.
Produce concise, recorded training modules and job aids. Run live sessions where they earn their keep.
Set up audience lists, tokens, and workflows in HubSpot so CSM‑branded comms land in the right inboxes at the right time, with proper consent handling and brand consistency. Send newsletters and subscription content aligned with the Engage service offering.
Capture high‑value knowledge out of Slack and collaboration channels before it disappears, and turn it into Help Centre drafts.
Lightly coordinate contractors and editors when extra hands are needed, and keep the quality bar high.
Work with CX Ops and RevOps on dashboards that track training engagement, email performance, and adoption movement. Share what’s working.
What You’ll Bring
Experience in customer education and enablement, L&D, knowledge management, or an adjacent SaaS role.
A clear instructional writing voice and the ability to translate technical input into plain “how and why” guidance. You can script and record a short video without flinching.
A track record of planning and delivering launch enablement that actually moved adoption.
Help Centre or knowledge base ownership — structure, quality standards, review workflows.
Hands‑on with marketing automation or CRM (HubSpot preferred): lists, tokens, workflows, and enough analytics to tell whether something worked.
Strong stakeholder management. You work independently, and you know how to pull SMEs in when you need them.
Around 4+ years in customer education, enablement, L&D, knowledge management, content operations, or an adjacent client‑facing SaaS role. We care more about what you’ve shipped than the title on the door.
Strong writing credentials. A background in Marketing, PR, Journalism, Media & Communications, Publishing, or Professional Writing & Editing is a plus — but a portfolio of clear instructional content will speak louder than a specific qualification.
Nice to Have
Additional training in adult learning, digital analytics, or content operations.
Experience building internal troubleshooting layers that link public and private content.
Familiarity with property tech or B2B SaaS.
How You’ll Know You’re Winning
Adoption uplift on targeted features within 30–90 days of enablement.
Shorter time to value for new customers (a shared target with the Head of Implementation & Professional Services).
Training people actually watch to the end.
CSM‑branded emails that get opened, clicked, and replied to.
Fewer repetitive “how do I…?” tickets on enabled features.
CSMs and Support telling you the enablement is genuinely useful.
Why Equiem
You’ll be working on the platform behind buildings real people walk into every day. The scope is broad, the problem is real, and there’s no well‑worn path here — you’ll build it. Your work will be visible to customers, to CSMs, and to the rest of the business.
Location
Open to candidates based anywhere in the UK or Ireland. Remote‑first, with occasional travel to London as reasonably directed.
#J-18808-Ljbffr