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

• 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.

• Own Hub Spot 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.

• Define the product-usage events required in Hub Spot and Intercom and work with Engineering to deliver them.
• Own the contact and role data foundation for journey targeting, including the Hub Spot-to-Intercom sync and role capture when users are created.
• Work with Rev Ops 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.

• 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 Rev Ops 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.