Customer Enablement Specialist

About Morae Global

Morae Global is expanding its customer enablement capability to support a growing portfolio of SaaS products. We are looking for a Customer Enablement Specialist who is passionate about helping customers learn, adopt, and realize value from software solutions quickly and effectively.

This role sits within our Product Marketing and Sales Enablement function and is focused on creating the content, guidance, and programmes that help customers successfully onboard, adopt new features, and embed our products into their daily workflows.

We are looking for someone who enjoys translating complex concepts into clear, practical learning experiences and wants the opportunity to help shape a growing function.

Candidates based in Cape Town will be given preference.

• Bachelor's degree, diploma, or equivalent qualification in one of the following fields:
• Marketing
• Communications
• Technical Writing
• Business Administration
• Information Systems
• Instructional Design
• A related field

• Build and maintain a structured training library across Morae's SaaS product portfolio.
• Create onboarding resources including welcome guides, getting-started walkthroughs, and first-value checklists.
• Design clear learning journeys that support onboarding, feature adoption, and advanced product use cases.
• Organise and deliver training content using lightweight, scalable tools appropriate for a growing product environment.
• Ensure training materials remain current by partnering with Product and Product Marketing teams on new releases and updates.
• Create and maintain in-product tooltips, walkthroughs, and contextual help content.
• Collaborate with Product and UX teams to identify opportunities for self-service guidance and improved user adoption.
• Help customers navigate products effectively through intuitive, well-timed support content.
• Own the customer-facing help centre, including content structure, quality, coverage, and ongoing maintenance.
• Write clear, user‑friendly documentation covering features, workflows, and common customer questions.
• Identify and address content gaps using customer feedback, support trends, and product release information.
• Manage content publication processes and ensure documentation remains accurate, searchable, and consistent.

• Partner closely with Customer Success, Product, and Product Marketing teams to align priorities and gather subject matter expertise.
• Support customer onboarding by ensuring customers have the resources they need to achieve value quickly.
• Contribute customer-facing content for product launches and feature releases.
• Track engagement and effectiveness metrics for enablement content and make recommendations for improvement.
• Support broader Product Marketing and Sales Enablement initiatives as the function evolves.

• 3–5 years’ experience in customer education, customer enablement, technical content, or a similar role.
• Experience with in a SaaS, B2B technology, or software environment.
• Proven ability to create structured training, learning, or educational content.
• Experience writing product documentation, help centre articles, or in‑product guidance.
• Ability to manage multiple stakeholders and competing priorities effectively.

• Excellent written communication skills with the ability to tailor content for different audiences and formats, including video‑based learning.
• Strong ability to learn software products quickly and simplify complex concepts.
• Highly organized and process‑oriented, with a focus on building scalable systems and content frameworks.
• Familiarity with content management and help centre platforms such as Zendesk, Intercom, Confluence, or similar tools.
• Understanding of content performance metrics and data‑driven optimisation.

• Self‑motivated and able to work independently.
• Collaborative and proactive in engaging stakeholders.
• Detail‑oriented while maintaining a practical, delivery‑focused mindset.
• Comfortable working in a fast‑growing environment where priorities and processes continue to evolve.

• Experience in legal technology, legal operations, information governance, or related sectors.
• Exposure to instructional design methodologies.
• Familiarity with Learning Management Systems (LMS).
• Experience with digital adoption platforms such as Pendo, Walk Me, or similar tools.
• Previous involvement in product launches from a customer education or enablement perspective.

Morae is committed to Employment Equity and transformation. Candidates from designated groups are encouraged to apply in line with our EE objectives.