About the role:
The Customer Enablement Manager (CEM) ensures hospital administrators and staff are ready to use PetDesk solutions from go-live onward, training them to apply best practices, use key reporting and admin tools, and work confidently in the product day-to-day.
This is fundamentally a build-first role. Reporting to the Director of Customer Success, the CEM partners with Project Managers, Build, Customer Success, Support, and Product to keep training grounded in what customers actually need; but the real impact comes from the curriculum and content they design - a quality that holds up long after any single session ends.
Apply if you’re excited to:
Design, build, and maintain training content and curricula across every format, 1:1, small group, webinar, and asynchronous/Academy, keeping materials current as PetDesk's products and each customer's toolset evolve
Deliver role-specific training for practice administrators, front and back office staff, DVMs, and other audiences, teaching PetDesk best practices and how other solutions' workflows fit with PetDesk so customers can apply them confidently day to day
Partner with Project Managers and Build teams to understand high-complexity implementations, including configuration, timelines, priorities, and build in just-in-time training accordingly
Serve as a feedback loop to both Implementation and Customer Success teams, highlighting process, skill, or learning gaps that may need extra training or support, and identifying accounts whose needs may exceed the standard scope
Partner with CS, Support, and Product to align on customer needs, share training insights, and support handoffs across the customer journey. Gather customer feedback to improve training content and delivery, and fill gaps in the Knowledge Base
Facilitate live and virtual sessions for customers, adapting pace and approach so participants at any technical comfort level can ask questions and practice new workflows
Use AI to work more efficiently, personalize training, and keep improving how customers get educated
About you:
Portfolio required, showing sample job aids and live or e-learning training content
Instructional design and curriculum development experience required; this is a build-first role, not facilitation-only. Should include experience storyboarding and building microlearning and e-learning content, with clear objectives, knowledge checks, and/or certifications for asynchronous and Academy-style learning
2+ years in training, onboarding, customer education, or similar customer-facing enablement work, ideally in healthcare or SaaS
Experience designing and delivering role-specific training for different audiences, administrators, front- and back-office staff — grounded in adult-learning principles that make complex concepts practical and approachable
Strong oral and written communication skills, with experience facilitating live training sessions, both virtual and in person, and leading confident interactions with customers and internal stakeholders
Empathy, patience, and adaptability when working with people across a wide range of technical comfort levels
Quick to learn new software workflows and best practices, and confident applying them
Veterinary clinic or SaaS customer training experience preferred
What success looks like:
Practice administrators and staff reach confidence in their specific, role-relevant workflows by go-live, and both customers and internal partners trust that staff are prepared to perform critical workflows independently from Day 1
Customers understand and can independently apply PetDesk best practices following training that's tailored to their specific implementation, roles, workflows, and configuration — never one-size-fits-all
Training completion and attendance consistently meet targets across relevant customer roles
Low volume of basic "how-to" support tickets in the weeks immediately following go-live
Training and enablement feedback scores consistently meet or exceed expectations
Training content and enablement materials are consistently up-to-date, high-quality, and reflective of current product functionality and best practices across the full customer lifecycle, not just at launch
Knowledge Base content is accurate, accessible, and actively used by customers as a self-serve resource
CS, Support, and Product consistently receive timely, relevant input from training insights, supporting smoother handoffs and alignment across the customer journey
Benefits & Perks:
Medical coverage for employees and dependents (80-90% covered by employer)
Employer HSA contribution with HDHP
401(k) match up to 3.5%
Dependent Care Flexible Spending Account (FSA)
Dental & Vision coverage available
Basic Life and AD&D Insurance
Short and Long Term Disability
Flexible Time Off & 12 Paid Annual Holidays
Paid Parental Leave
Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
$250 Annual Stipend for Learning and Development
