Customer Training & Enablement Manager (US Work Hours))

About Practice by Numbers

Practice by Numbers is a leading SaaS company revolutionizing Healthcare Business Management Solutions (BMS SaaS) for dental practices. With nearly eight figures in revenue and a history of exceptional organic growth, we’ve built our success through product excellence, inbound-driven sales, and an obsession with customer outcomes.

We offer a full suite of analytics, patient communication, VOIP, and AI-powered tools that empower dental teams to increase productivity, deepen patient engagement, and streamline operations across solo practices, group practices, and DSOs.

Whether it’s PracticeIQ for intelligent analytics, Patient Communication, PbN Payments, PbN VOICE for VOIP-enabled call performance, or Call AI for conversation intelligence, our products are deeply integrated, modern, and designed to scale with growing practices.

Our Culture

We’re curious, collaborative, and customer-obsessed. At Practice by Numbers, you’ll work alongside high-performing engineers, onboarding specialists, and product thinkers who care deeply about transforming dental practices.

Our values:

• Transparency

  : We communicate honestly with our teams and our customers.

• Accountability

  : We own our outcomes and always seek improvement.

• Innovation

  : We challenge norms and pursue better ways.

• Empathy

  : We approach problems from the user’s lens.

Role Overview

Customer Training & Enablement Manager

You will also play a pivotal role in transferring knowledge from subject-matter experts and engineering teams to customer-facing teams, bridging the gap between product functionality and user enablement. This includes building systems that surface relevant, real-time product knowledge across the organization.

As our platform evolves, this role will scale into a center of excellence for enablement. You will help institutionalize learning systems across Practice by Numbers—eventually leading regional learning teams, driving partner enablement, and supporting enterprise training needs across new product lines.

Key Responsibilities

Customer Training & Scalable Enablement

• Build outcome-oriented learning paths for both new and existing product modules.
• Design, launch, and manage a

  Virtual Dental Studio LMS platform

  for customer and employee training—featuring immersive, scenario-based learning that reflects real practice workflows.
• Create and manage our

  PbN Learning Center

  , a self-service training hub including certifications, recorded demos, quizzes, and role-based content.
• Host

  monthly product webinars

  , onboarding office hours, and deep-dive workshops to boost adoption.
• Launch

  in-app, behavior-triggered prompts

  to guide users toward the most relevant training at key moments in their journey.
• Use

  reverse demos and guided checklists

  to accelerate Time to Value (TTV).

Internal Enablement & Role-Based Training

• Design onboarding curricula for all CX roles (Support, Onboarding, Customer Success) to ensure fast, confident ramp-up.
• Collaborate with Product to create

  feature readiness playbooks

  and deliver

  live enablement sessions

  for every major product release.
• Implement

  AI-assisted internal search

  to help CX teams access workflows, edge cases, and undocumented use cases instantly.

AI-Augmented Knowledge Strategy

• Work cross-functionally to extract “tribal knowledge” from engineering and product teams and convert it into structured, accessible formats.
• Maintain a

  dynamic internal knowledge base

  that feeds help docs, chatbots, and internal reference tools.
• Deploy AI tools (e.g., Intercom AI, GPT-based assistants) to

  deflect repetitive questions

  and empower CX teams to solve complex queries independently.

Cross-Functional Collaboration & VOC Integration

• Align training content with Product and Marketing through synced release notes, in-app guides, and live sessions.
• Contribute to

  VOC (Voice of Customer)

  initiatives, using interviews and engagement data to identify learning gaps.
• Partner with Success Managers to connect training outcomes with expansion readiness and account health.

Key Metrics You’ll Own

• Customer Training Completion Rate

  (% of users completing role-based onboarding modules)

• Employee Ramp-Up Time

  (average time to onboard new CX hires)

• Feature Adoption Post-Training

  (% of users enabling targeted features within 30 days)

• AI Deflection Rate

  (% of queries resolved through self-service or AI tools)

• Training CSAT/NPS

  (user-reported satisfaction with training experience)

Qualifications

• 4+ years in SaaS training, enablement, customer education, or onboarding roles
• Experience designing and delivering learning programs through platforms like LearnWorlds, Intercom, or Notion
• Demonstrated ability to build immersive training experiences or virtual simulations
• Familiarity with AI-augmented knowledge systems or chat-based learning workflows
• Strong instructional design, content writing, and curriculum planning capabilities
• Bonus: Familiarity with CX tech stacks (HubSpot, Intercom, Loom) or dental software (Dentrix, Open Dental, Eaglesoft)

What We Offer

• Impact at Scale

  : Your training content will directly influence the experience of thousands of practices.

• Innovative Tech Stack

  : Work with AI, automation, and cloud-first tools in a dynamic healthcare domain.

• Customer-First Vision

  : Your work enables practices to thrive through knowledge and confidence.

• Competitive Package

  : Salary, bonuses, PTO, health benefits, and potential equity.

• Growth Trajectory

  : Opportunity to evolve into Head of Enablement or regional lead roles as the company expands.