Process Support Engineer
•Abbvie· 12h
🎧 Support⏰ Full-time📈 Mid Level🇺🇸 North Chicago, USA
12h ago
Adthena·6 days ago
Join us in shaping the future of paid search intelligence.
Adthena is an award-winning search intelligence platform powered by patented AI technology and a team of dedicated experts. We help brands, marketers, and agencies dominate their competitive landscapes with unparalleled insights into the paid search market. Our Whole Market View, Smart Monitor, and Local View solutions give clients the clarity to optimize spend, increase ROI, and stay ahead of the competition.
Trusted by global brands like Citibank, L’Oréal, and Volvo, and backed by Updata Partners, we’ve been redefining search intelligence since 2012.
In 2025, Adthena continued its winning streak, earning 8 major search industry awards. Highlights include Best AI Search Software Solution at the US Search Awards, Best Search Software Tool at the European Search Awards, and Best Software Innovation at the Global Search Awards.
Ready to make an impact in an industry-leading company? Let’s do it together.
We offer the best of both worlds: the maturity and stability of a well-established company combined with the energy, agility, and impact of a scaling tech organisation.
If you’ve been hesitant about joining a typical tech company due to concerns about chaos, fragility, or volatility, Adthena is your answer.
We’re smaller than large-scale enterprises, offering more autonomy, less red tape, and accelerated growth.
Here’s what we offer:
Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27.
Award-Winning Product: US 2025 Search Awards for Best AI Search Software Innovation
Stock Options: Our employees do incredible work, so as we grow, everyone shares the rewards.
Trust-Based Vacation: Take as much time off as you need, when you need it.
Remote-First: 52% of Adthenian’s work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney).
Flexible Work: Work how and where you do your best, with full autonomy over your day.
Career Growth: Bespoke training and career development via "Sherpa plans” to guide your growth.
Monthly Hackdays & Training Days
Family Care Package: Up to 6 months fully paid maternity leave, and 2 months paternity leave.
Home Office Stipend: $200 for your ideal remote setup.
Swag Welcome Gift: $70 credit to grab some merch.
Birthday Day Off: Celebrate your special day.
Regular Socials: Summer & Christmas parties, annual and quarterly offsites, monthly meet-ups. See here for more info.
Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info.
About the Role
Reporting to: Stefan Potgieter, Global VP of Customer
Location: UK or EU Remote
Interviews: 3 Stages
Start Date: ASAP
More info: See FAQ below, our candidate hub, or reach out to [email protected]
What you’ll do at Adthena
As a Customer Enablement Manager, you’ll own the end-to-end onboarding and customer training experience, ensuring every customer reaches first value quickly and consistently. You will build scalable, repeatable enablement programs that reduce manual effort for Customer Success Managers and help customers become confident, self-sufficient users of Adthena.
This role exists to remove onboarding, training, and enablement delivery load from CSMs by standardising, scaling, and systematising these activities.
You will partner closely with Customer Success, CX, Product, CS Ops, and Product Marketing to ensure customers are onboarded into a clear, opinionated “default state” and equipped with the knowledge, workflows, and assets needed to succeed.
This is a leverage role, not a reactive delivery role. Success is measured by consistency, scale, and CSM time saved, not by one-off bespoke delivery.
Responsibilities:
Deliver a world-class onboarding experience that accelerates time to value
Partner closely with the Customer Success Manager, who remains the primary relationship owner for the customer
Own the onboarding motion end-to-end, including design, structure, configuration, and enablement delivery
Configure and set up customer accounts in the background using best-practice workflows
Own the “default onboarding configuration” and ensure every customer starts in a consistent, opinionated account state
Provide the CSM with onboarding assets, checklists, timelines, and configuration outputs
Support the CSM in tailoring onboarding plans to customer goals while maintaining a consistent structure
Ensure technical and workflow setup is complete ahead of any customer sessions
Monitor onboarding progress, flag risks early, and collaborate with the CSM to remove blockers
Maintain clear internal documentation so the CSM always knows the onboarding status and next steps
Ensure accounts are fully onboarded, configured, and trained before being handed over into steady-state CS ownership
Build and deliver high-impact training that drives adoption
Design and run live customer training sessions
Create structured learning content, including guides, videos, and templates
Work with Product Marketing to ensure training is aligned with product positioning
Provide refresher training sessions and capability building for existing customers
Translate complex workflows into simple, actionable steps
Design training that encourages self-service and reduces dependency on CSM-led walkthroughs
Create scalable enablement programs that reduce manual effort and improve consistency
Develop repeatable onboarding templates, scripts, and assets
Automate or streamline repeats, such as onboarding emails, checklists, and videos
Maintain a central knowledge base with easy-to-follow documentation
Partner with CS Ops to introduce scalable tools, nudges, and playbooks
Measure and improve program effectiveness (completion rates, adoption metrics)
Explicitly track and demonstrate a reduction in CSM onboarding and training time per account
Partner with Customer Success, Product, and Marketing to keep training relevant and impactful
Collaborate with Product to stay ahead of feature releases
Update onboarding and training materials to reflect new capabilities
Join customer calls selectively to understand real workflows and pain points
Ensure customer education aligns with go-to-market messaging
Surface product feedback patterns from training interactions
Act as a feedback loop between customers, CS, and Product on onboarding effectiveness
Own enablement standards and clarity across Customer Success
Define and document the “standard way” onboarding and enablement should be delivered
Enable CSMs internally on onboarding expectations, flows, and handoff points
Maintain clean, accurate, and up-to-date documentation
Own the lifecycle of enablement content, including updates, versioning, and retirement of outdated materials
Ensure every training interaction includes clear next steps and accountability
Research shows men apply if they meet ~60% of the criteria, while women and underrepresented groups apply only if they meet all requirements. If you have the skills but don't meet every requirement, reach out – we'd love to explore how you could be a great fit!
Required Experience:
2+ years in Customer Success, Customer Training, Customer Onboarding, Professional Services, or Customer Enablement
Sound understanding of core Paid Search concepts and Google Ads
Ability to explain how Adthena’s data fits into real paid search workflows
Familiar with how advertisers use competitive intelligence to optimise performance
Proven experience running live sessions, workshops, or training with excellent clarity and structure
Strong organisational skills with experience managing multiple customers or projects simultaneously
Ability to create guides, slides, checklists, and videos that simplify complex ideas
Nice To Have:
Experience with tools like Synthesia and Planhat
All Adthenians are expected to align closely with our ‘Core Values’.
What it means...
Get Shit Done: We're big on taking action, owning our challenges, and finding solutions.
Freedom with Responsibility: We take charge of results to recognition. We know that our hustle not only moves the needle for the company but also sets us up for personal success.
Deliver Remarkable Quality: We care about exceeding expectations in the work we do and aim to always do our best work as individuals and as a team.
Smart & Always Improving: We strive daily to expand our knowledge and become better at what we do.
You’ll work closely with:
Stefan Potgieter
Title: Global VP of Customer