Customer Enablement Manager

We're hiring a Digital Customer Enablement Manager to build and manage the digital layer of Log my Care's post-sales SMB customer experience. This is a new senior individual-contributor role in Customer Success, with no direct reports initially.

The role owns the journeys, automation and in-app guidance that deliver useful messages at the right point in the customer lifecycle. The aim is to give care professionals a simple, timely experience while freeing Customer Success Managers to focus where human support makes the difference.

Location London

Working arrangement Hybrid - two office days per week on Wednesday and Friday

Department Customer Success

Level Senior individual contributor, no direct reports initially

As our Digital Customer Enablement Manager you will

Digital journey design and ownership

• Own the end-to-end post-sales SMB customer journey from closed-won through onboarding, adoption, risk and renewal, including stages, goals, triggers, owners and exit criteria.
• Turn the lifecycle pillar of the Customer Communications Strategy into live, instrumented customer journeys.
• Define the segmentation model across tier, care setting, plan, role and lifecycle stage, and keep it accurate.
• Define the handover points where a digital journey should escape to a person, using front-line input to decide where human support adds value.

Automation and in-product guidance

• Own HubSpot lifecycle workflows and customer-journey logic, including build, testing, quality assurance, documentation and maintenance.
• Own Intercom's outbound experience, including Series, in-app posts, banners, checklists and product tours.
• Manage suppression logic, frequency capping and the shared communications calendar so customers are not over-messaged across Customer Success, Support and Marketing.
• Build in-product guidance for onboarding, feature adoption and product-release moments.

Data foundations and instrumentation

• Define the product-usage events required in HubSpot and Intercom and work with Engineering to deliver them.
• Own the contact and role data foundation for journey targeting, including the HubSpot-to-Intercom sync and role capture when users are created.
• Work with RevOps on the boundary between journey data and the CRM data model without duplicating or conflicting with revenue-reporting workflows.
• Build in-product feedback capture so the SMB segment continues to produce qualitative customer insight as human contact reduces.

Measurement and iteration

• Own the performance of digital touchpoints across delivery, engagement and completion, and their effect on activation, adoption and retention.
• Run a test-and-iterate cadence and retire touchpoints that do not earn their place.
• Report on Time to Live, Time to Value, retention and GRR, and reclaimed Customer Success Manager capacity.
• Build reporting that shows the programme's effect, not only its activity.
• Partner with Engineering and the CTO's team on usage events, in-app surfaces and technical feasibility.
• Partner with RevOps on the data model, properties and reporting integrity.
• Work with the SMB Customer Success Manager and the Onboarding and Training Manager to decide what should be automated, what needs a person and where customers get stuck.
• Write, source or edit the content within journeys, working with Marketing on tone of voice and a reusable content library.

First 90 days

1. Audit every current customer-facing touchpoint across HubSpot and Intercom, map it against the journey, and identify gaps and duplication.
2. Confirm the state of the two blocking dependencies - product-usage events and contact or role data - and secure a committed delivery plan with Engineering and RevOps.
3. Publish the segmentation model and journey map agreed with Customer Success, Support and Marketing.
4. Ship the onboarding journey for new SMB customers as the first live proof, including the intervention for customers who are not set up.
5. Establish the baseline measures the programme will be judged on.

This will be a great opportunity if you want to

• Own and shape a new company capability rather than inherit an established playbook.
• Combine customer-journey strategy with hands-on automation, testing and measurement.
• Have visible influence on SMB scalability, customer experience and retention.
• Work across Customer Success, Engineering, RevOps, Product, Marketing, Support and Onboarding.

You would be a great fit if you

• Have personally designed and delivered post-sales customer lifecycle or digital-customer journeys end to end.
• Have owned or administered a CRM, support or lifecycle platform and built scalable automations over time.
• Are comfortable with systems and behavioural data, can define the events you need and can brief engineers credibly.
• Have worked in B2B SaaS or a comparable technology environment.
• Bring hands-on experience with HubSpot, Intercom, Mixpanel or close equivalents.
• Can create the strategy and execute it yourself, learn complex systems quickly and influence without formal authority.

Interview Process

1. Introduction call with Kris Connabeer, Fractional Talent Partner - online, 30 minutes.
2. First interview with Ellen Edwards.
3. Practical interview with Felena De Wulf and Alex Chaimo.
4. Final culture, values and motivation interview with Matt.

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