As a Customer Enablement Manager in the IP Development team, you will be responsible for ensuring customers are set up for success when adopting our platforms. Your focus will be on designing and delivering scalable onboarding experiences, enabling customers to understand and use our products effectively from the outset.

You will work across products and customer groups to create consistent, high-quality onboarding journeys, guidance, and supporting materials. Rather than owning individual customer relationships, you will take a broader view of customer experience, using insights, feedback, and usage data to continuously improve how customers engage with our platforms.

Working closely with Product Managers, Engineering teams, and Customer-facing functions, you will help ensure that customer feedback is understood, prioritised, and reflected in both product evolution and enablement approaches.

• Design and deliver structured onboarding experiences to support customers adopting our platforms
• Create and maintain scalable enablement materials (e.g. guides, walkthroughs, documentation, videos) to support customer understanding and adoption
• Continuously improve onboarding journeys based on customer feedback, product changes, and usage insights
• Analyse customer feedback (e.g. NPS, surveys, qualitative input) to identify trends, pain points, and areas for improvement
• Work with Product and Engineering teams to ensure customer feedback is understood and considered in product decisions
• Collaborate with Customer Success, Sales, and Support teams to align on common customer challenges and enablement needs
• Identify opportunities to improve customer self-service and reduce friction in onboarding and early product use
• Support the rollout of new features by ensuring customers have clear, accessible guidance and enablement content
• Define and track key metrics related to onboarding effectiveness, adoption, and customer engagement
• Contribute to a consistent and high-quality customer experience across all platforms and touchpoints
• Where appropriate, use modern tooling to support content creation, insight generation, and continuous improvement of enablement approaches

• Strong collaboration skills, with experience working across Product, Engineering, and Customer-facing teams
• Ability to simplify complex concepts and communicate them clearly to a range of audiences
• Experience working with tools such as Jira, Confluence, or similar platforms
• Comfortable working in environments with evolving products, priorities, and customer needs
• Strong organisational skills, with the ability to manage multiple initiatives and prioritise effectively
• Awareness of user experience principles and how customers interact with digital products
• Experience using modern tools to support content creation, analysis, or workflow efficiency, or a strong interest in adopting these approaches
• Experience in customer enablement, onboarding, customer experience, or a related role within a SaaS or technology environment
• Strong understanding of customer onboarding and adoption principles, particularly in scalable or product-led environments
• Experience creating customer-facing content such as guides, documentation, walkthroughs, or training materials
• Ability to analyse and interpret customer feedback (e.g. NPS, surveys, usage data) and translate this into actionable improvements