ABOUT METRC
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.
GENERAL OVERVIEW
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.
Requirements
REQUIRED QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES
• 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, WalkMe).
• Background in instructional design, learning science, or adult learning methodologies.
TRAVEL
This position will require travel for about 25% of work time.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
• 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.
DITL
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Metrc is an Equal Opportunity Employer, and all qualified applicants and team members will be considered for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, marital status, disability, genetic information, military or veteran status or any other characteristic protected by federal, state or local law.
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.
GENERAL OVERVIEW
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.
Requirements
REQUIRED QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES
• 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, WalkMe).
• Background in instructional design, learning science, or adult learning methodologies.
TRAVEL
This position will require travel for about 25% of work time.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
• 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.
DITL
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Metrc is an Equal Opportunity Employer, and all qualified applicants and team members will be considered for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, marital status, disability, genetic information, military or veteran status or any other characteristic protected by federal, state or local law.