Customer Enablement Director

Metrc is the most trusted and experienced provider of cannabis regulatory systems in the United States and is growing extremely rapidly to expand globally. We provide a solution that combines advanced software, radio-frequency identification (RFID) technology, a dedicated customer-support team, and a secure database to track and trace cannabis from growth, harvest, and processing to testing, transport, and sale.

As Customer Enablement Director, you will have the opportunity to thrive in a fast-moving, fluid environment, and be passionate about implementing change, great processes and procedures in a commercial setting at a fast-growing technology company.

Metrc is evolving from a training-centric approach to a strategic, closed-loop Customer Enablement model that proactively improves customer learning, product adoption, and end-to-end experience quality. The Customer Enablement Director will lead this transformation by building and operating a unified enablement system that integrates customer education, documentation, in-app learning, and release readiness.

This role is responsible for designing Metrc’s customer learning ecosystem, operationalizing signal-driven enablement processes, and partnering closely with Product, UX, Support, and Customer Success teams to reduce friction and improve time-to-value. Rather than relying on reactive training, this leader will deliver scalable, intelligence-driven enablement that ensures customers understand and effectively use Metrc’s platform.

This position serves as a strategic backbone of Customer Experience evolution and represents a potential successor pathway to senior CX leadership roles.

• KEY RESPONSIBILITIES
  Core duties and responsibilities include the following.
• Embodies Metrc’s Leadership Principles
• Own Metrc’s customer education strategy and lifecycle-based curriculum architecture.
• Design and maintain scalable, role-based learning pathways (e.g., administrators, regulators, operators).
• Oversee LMS operations, content governance, and learning performance analytics.
• Establish and lead a single-source-of-truth documentation and knowledge framework.
• Ensure documentation accuracy, version control, and alignment with actual product behavior.
• Implement processes for real-time documentation updates tied to product releases.
• Own the strategy and execution of in-app education, including walkthroughs, tooltips, release banners, feature nudges, and contextual help.
• Drive targeted, event-based education models using platforms such as Pendo or equivalent tools.
• Build a predictable release readiness framework connecting Product, Enablement, Support, and CX.
• Lead change enablement programs that ensure smooth customer adoption of new features and workflows.
• Partner with Product, UX, subject matter experts, and Customer Success Managers to map customer workflows and surface friction points.
• Lead “friction-to-action” cycles that translate insights into enablement solutions and product improvements.
• Build, lead, and develop a multidisciplinary enablement team spanning instructional design, documentation, in-app learning, and enablement communications.
• Establish KPIs to measure enablement impact, including case deflection, adoption rates, time-to-value, and customer satisfaction.
• Serve as a cross-functional leader supporting long‑term Customer Experience strategy.
• May perform other duties and responsibilities as assigned.

• 7+ years of experience in customer enablement, customer education, CX strategy, product enablement, or related functions.
• Proven experience overseeing learning design, content operations, and documentation workflows.
• Strong cross‑functional leadership skills, particularly partnering with Product, UX, Customer Success, and Support teams.
• Demonstrated ability to interpret customer signals and translate insights into scalable learning and workflow programs.
• Track record of modernizing or scaling enablement functions in complex environments.
• Familiarity with LMS platforms, in‑app learning technologies, and data‑driven decision‑making.
• Exceptional communication, systems thinking, and change management capabilities.
• PREFERRED QUALIFICATIONS Experience in SaaS, regulatory, or highly complex product environments.
• Hands‑on experience creating in‑app guided experiences (e.g., Pendo, Walk Me).
• Background in instructional design, learning science, or adult learning methodologies.

This position will require travel for about 25% of work time.

• In‑office and remote position
• Frequently required to sit
• Frequently required to talk or hear
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse.