Customer Experience Enablement Manager

About Onit: We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.
We’re a team of innovators using AI at the core to help legal departments become faster, smarter, and more strategic. As we continue to grow and expand the capabilities of our new AI-centric platform, we’re looking for bold thinkers and builders who are excited to shape the next chapter of legal tech.If you're energized by meaningful work, love solving complex problems, and want to help modernize how legal teams operate, we’d love to meet you.
About the Job:The CX Enablement Manager plays a central role in equipping Customer Experience (CX) teams—including Customer Success (CS), Professional Services (PS), and Support—with the content, training, and resources needed to perform effectively. This role will be responsible for managing the CX enablement hub, designing and deploying scalable learning content, and driving cross-functional coordination across business systems, product marketing, and leadership.
This individual contributor role will operate independently with high stakeholder engagement, reporting to a senior leader who provides strategic guidance. The successful candidate will excel in content development, knowledge management, and enablement of program coordination without needing deep technical product expertise.

Key Responsibilities:

• Design, develop, and maintain onboarding and enablement content using platforms such as Skilljar and Articulate.
• Translate process documentation and business initiatives into digestible training content, courses, and learning paths.
• Manage course catalogs and maintain LMS infrastructure, including user assignments and reporting.
• Collaborate with CX leaders to prioritize content and training needs.
• Own coordination of recurring initiatives like the Knowledge Exchange series and quarterly enablement planning.
• Lead release readiness enablement (e.g., Unity) in coordination with product marketing and sales enablement.
• Deliver enablement for new operational tools and processes unique to CX
• Maintain and evolve the CX SharePoint enablement hub, ensuring resources are current, accessible, and structured intuitively.
• Update and organize team-specific and cross-functional resources in collaboration with CS, PS, and Support managers.
• Support content visibility and usability across the organization.
• Act as the central point of contact between CX teams, Product Marketing, Sales Enablement, and Business Operations.
• Facilitate prioritization and knowledge flow, especially during cross-functional initiatives like the rollout of new platforms or customer experience tools.
• Support enablement related to tools like Service Cloud, Planhat, and internal onboarding initiatives.
• Participate in quarterly enablement planning to align with operational priorities and upcoming product releases.

Required Skills:

• 4+ years of experience in enablement, instructional design, content development, or CX-related roles.
• Demonstrated success in managing knowledge platforms (e.g., SharePoint) and LMS tools (e.g., Skilljar).
• Strong communication and project management skills, with the ability to work autonomously and collaborate cross-functionally.
• Familiarity with customer-facing functions such as Success, Support, or Services.
• Experience adapting product or process information into training materials.
• Experience supporting a SaaS organization or customer lifecycle teams preferred.
• Exposure to enablement for global teams and asynchronous learning delivery preferred.

At Onit, we’re committed to offering fair and competitive compensation. In addition to base pay, associates are eligible for an annual discretionary bonus. The final base salary you receive will reflect factors such as your skills, education, experience, and work location.
Benefits & Perks That Support You:Onit offers a comprehensive total rewards package designed to support the whole employee at work and beyond:Health Coverage Choices: Three medical plan options, plus dental and vision, so you can choose what fits best.  Employees on our HDHP plan also receive employer contribution to the HSA.Retirement Savings: 401(k) with a 100% match on the first 3% and 50% on the next 2% of employee contributions.Time Away: Flexible paid time off, 7 sick days, and 9 paid company holidays annually.Family Support