Principal Customer Enablement Strategist

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What you will be doing...

At Verizon Connect, we have an opportunity for a Principal Customer Enablement Strategist to architect and build the enablement journeys for our core software products, seamlessly connecting the experience inside the platform with the experience outside of it.As a senior individual contributor, you will own both the strategy and the execution. Your goal is to maximize full-suite product adoption, drive customer expansion, increase mobile app usage, and successfully guide a diverse user base through complex transitions like platform migrations.Partnering tightly with Product, Customer Success, and L&D, you will determine exactly what customers need to learn, why, and how best to deliver it. You will unify in-app guidance, digital asynchronous learning, automated emails, and live training into a single, cohesive engine that grows with the customer and drives measurable business outcomes.Core Impact & Responsibilities

• Unified Enablement Architecture: Design and build cohesive customer journeys that integrate in-product guidance (e.g., Pendo/WalkMe) with out-of-product channels like digital academies, automated email workflows, and live enablement sessions.

• Adoption & Expansion Strategy: Lead the enablement approach for high-stakes business initiatives. Ensure every learning touchpoint accelerates platform migration, deepens feature adoption, and directly drives customer expansion and retention.

• Data-Driven Interventions: Analyze product usage telemetry, customer health scores, and business outcomes to pinpoint friction. Deploy targeted, multi-channel solutions that accelerate Time-to-Value (TTV) and drive ongoing product use.

• End-to-End Execution: Map the logic, write the in-app guides, configure the email triggers, and build the asynchronous assets. You design the strategy, and you build the deliverables.

• Cross-Functional Alignment: Synchronize digital readiness for feature rollouts alongside Product Management, Digital CX, Marketing, and live Customer Enablement teams to guarantee a frictionless customer experience across all mediums.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Four or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Six or more years of strategic experience in Customer Enablement, Product-Led Growth (PLG), or Digital Customer Success within a complex B2B SaaS environment.

• Business-First Mindset: A proven track record of tying enablement programs directly to hard metrics like Net Revenue Retention (NRR), expansion revenue, successful platform migrations, and accelerated time-to-value.

• Integrated Ecosystem Expertise: Deep, hands-on experience building behavior-driven guidance using digital adoption platforms (e.g., Pendo, WalkMe, Appcues) and connecting them to external channels like LMS platforms (Skilljar, Docebo), marketing automation (Marketo, HubSpot), and live training programs.

• Builder and Strategist: You conceptualize multi-channel learning strategies and build the components yourself. You think like a business leader, empathize like a customer, and execute like a product owner.

• Outcome-Based Portfolio: The ability to demonstrate past work through measurable business outcomes and data-driven customer journey improvements, rather than output metrics or course completion rates.

Even better if you have one or more of the following:

• Experience working in a Product-Led Growth (PLG) or Tech-Touch Customer Success environment.

• Deep knowledge of Customer Learning Management Systems (LMS) like Skilljar, Docebo, or Absorb.

• Background in instructional design specifically for B2B SaaS or complex hardware/IoT products.

• Experience utilizing customer health scoring and telemetry data to trigger automated learning emails or in-app messaging.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.