FieldPulse is scaling rapidly as we move upmarket and expand our product portfolio. We are building a modern, scalable customer enablement engine that drives faster Time to Value, deeper product adoption, and long-term customer growth

Customer Enablement Specialist

Location: Dallas, TX 

Reports to: Education Program Manager

Team: Customer Success

Role Overview

The Customer Enablement Manager will own the strategy and execution of scaled customer education and adoption programs, including FieldPulse University, in-app guidance, lifecycle education campaigns, and digital learning experiences.

This role is responsible for turning product education into measurable business impact.

This is not a content-only role. This is a systems, adoption, and scale role.

What You Will Own

1. FieldPulse University (LMS Strategy & Execution)

• Build and manage FieldPulse University as a structured learning journey
• Develop pre-implementation readiness courses
• Create onboarding tracks for new customers
• Build advanced product mastery and add-on activation courses
• Design certification pathways for customers
• Maintain course roadmap aligned to product releases
• Measure course engagement and completion rates
• Tie learning milestones to implementation readiness and adoption benchmarks

Goal: Reduce implementation friction and accelerate Time to Value.

2. Digital Adoption & In-App Enablement 

• Design and build in-app onboarding flows
• Create feature adoption walkthroughs
• Develop contextual guides tied to workflows
• Partner with Product on feature release education
• Standardize feature taxonomy and tagging
• Build adoption dashboards by segment and lifecycle stage
• Launch behavior-based nudges for at-risk or under-adopting accounts

Goal: Increase feature adoption and reduce reliance on manual CSM intervention.

3. Customer Lifecycle Education Programs

• Launch Education campaigns tied to adoption signals 
• Build monthly lifecycle email education flows 
• Identify behavior triggers for targeted enablement 
• Develop structured learning paths by lifecycle stage
• • Pre-Implementation
  • First 30 Days
  • Core Workflow Mastery 
  • Growth & Add-on Activation 

Goal: Drive measurable adoption and expansion readiness.

4. Help Center & Scaled Content Strategy

• Own Help Center content governance and updates
• Convert live trainings into micro-learning modules
• Build short-form video education library
• Partner with Support to identify top ticket drivers
• Build AI-assisted help content to reduce repetitive tickets
• Measure support deflection tied to education improvements

Goal: Reduce support load while improving customer self-sufficiency.

5. Webinars & Scaled Learning Programs

• Own bi-weekly product webinars
• Operate FieldPulse360 education events
• Launch add-on spotlight sessions
• Convert webinars into LMS modules
• Track attendance and post-session adoption lift

Goal: Drive adoption at scale through structured programming.

6. Metrics & Impact Reporting

You will track and report on:

• Time to Value 60 Days 
• Payment Adoption 60 Days 
• Feature adoption rates
• Add-on activation rates

(LMS completion rates)

(In-app engagement rates)

(Support deflection)

(Behavior-driven expansion signals)

You will build dashboards and report monthly on enablement impact.

What Success Looks Like in 12 Months

• Implementation teams report reduced onboarding friction
• Customers complete pre-work before onboarding
• Adoption of core workflows increases measurably
• Add-on attachment and activation improve
• Support ticket volume tied to “how-to” questions decreases
• CSMs rely less on reactive education
• FieldPulse University becomes a core part of the customer lifecycle