Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite’s products enable firms to shorten billing cycles, reduce write-offs, and unlock firm-wide insights, making financial operations the foundation for law firm innovation and growth. Learn more at elite.com.
Job Description:
The Customer Enablement Program Manager is responsible for designing and executing strategic programs that empower customers to successfully adopt and maximize value from our products and services. This role bridges cross-functional teams to deliver scalable, high-impact enablement initiatives that improve customer onboarding, product adoption, and long-term satisfaction.
Work Arrangement: Remote
Responsibilities:
- Program Strategy & Execution: Develop and manage customer enablement programs aligned with business goals. Lead initiatives that address training gaps, serviceability issues, and customer pain points.
- Customer Journey Optimization: Map and analyze the customer journey to identify enablement opportunities. Implement automated onboarding communications and self-service resources.
- Cross-Functional Collaboration: Partner with Product, Support, Marketing, and Customer Success teams to ensure enablement content and delivery are aligned with customer needs and product updates.
- Content Development: Create and maintain help center articles, training videos, playbooks, and other educational materials. Leverage internal SMEs and Communities of Practice to scale content creation.
- Customer Feedback & Continuous Improvement: Establish customer focus groups and feedback loops to refine enablement strategies. Use data and insights to iterate on program effectiveness.
- Team Leadership & Enablement Culture: Lead or support a team of enablement specialists. Foster a culture of learning, transparency, and customer-centricity across the organization.
- Perform other duties as assigned to support departmental and company objectives.
Qualifications
- 5+ years in customer enablement, customer success, or program management.
- Strong understanding of SaaS onboarding, training, and lifecycle management.
- Experience with LMS platforms, content authoring tools, and analytics.
- Excellent communication and stakeholder engagement skills.
- Bachelor’s degree in Business, Education, or related field (Master’s preferred).
- Familiarity with Knowledge-Centered Support (KCS) and customer journey frameworks.
- Experience in legal tech, enterprise SaaS, or professional services environments.
- Ability to translate customer insights into actionable strategies.
Benefits:
- Competitive Compensation Package ($120,000 - $138,000 base salary + variable component)
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Time Off
- Wellness Initiatives
- Employee Assistance Program
- Generous Global Parental Leave
- Calm, free premium subscription
- Employee Discount Program
Please note that we do not offer sponsorship for this position.
Additional Information
At Elite Technology, we embrace an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.
In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.
Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
We are not accepting applications submitted through recruiting agencies.
Top Skills
Similar Jobs
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
