The Role
Guide customers through Compliance Essentials onboarding, implementation, training, adoption, and self-managed usage. Deliver live and recorded training, create enablement resources, monitor engagement through Pendo and ChurnZero, identify adoption risks, coordinate internal handoffs, and support Strategic Customer Success Managers with customer education and implementation activities.
Summary Generated by Built In
About Coalfire
Coalfire is on a mission to make the world a safer place by solving our clients’ hardest cybersecurity challenges. We work at the cutting edge of technology to advise, assess, automate, and ultimately help companies all across the world navigate the ever-changing cybersecurity landscape. We are headquartered in Chicago, Illinois with offices across the U.S., Argentina, and the U.K.
But that’s not who we are – that’s just what we do.
We are thought leaders, consultants, and cybersecurity experts, but above all else, we are a team of passionate problem-solvers who are hungry to learn, grow, and make a difference.
Position Summary
We are looking for a Customer Enablement Specialist to help customers successfully adopt Compliance Essentials (CE) and get lasting value from the platform. CE is Coalfire’s automated mapping platform that centralizes compliance work. This role will guide customers through onboarding and help new users at existing customer accounts get started, deliver practical CE training, support our self-managed customer segment, and partner closely with Strategic Customer Success Managers on customer enablement and adoption.
The ideal candidate will be comfortable balancing structured implementation work with responsive, customer-focused support. They will bring a customer-first mindset, strong communication skills, and the ability to make complex compliance workflows easier to understand and act on. They will also use customer engagement and product analytics tools, including Pendo and ChurnZero.
What You'll Do
- Guide customers through the CE onboarding journey, from kickoff and setup through initial adoption, and support new users joining existing customer accounts.
- Help customers understand how to use CE in the context of their compliance program, workflows, and goals.
- Coordinate onboarding activities, timelines, follow-ups, and handoffs across internal teams.
- Identify risks to onboarding progress and proactively help customers get back on track.
- Establish a strong foundation for long-term customer adoption and self-sufficiency. Training and enablement
- Deliver live and recorded training sessions for customers and internal teams.
- Tailor training to different audiences, including administrators, assessors, and day-to-day CE users.
- Create and maintain practical enablement materials, guides, FAQs, and onboarding resources.
- Gather customer feedback and identify opportunities to improve training, documentation, and the overall onboarding experience. Support for self-managed customers
- Help self-managed customers build confidence and momentum using CE without requiring a high-touch engagement model.
- Provide targeted guidance, proactive outreach, and scalable resources based on customer needs and usage signals.
- Use Pendo and ChurnZero to monitor customer engagement, identify adoption trends or risks, and prioritize follow-up.
- Support customers with best practices for assessment preparation, workflow adoption, and ongoing platform usage.
- Recognize when a customer needs additional support and coordinate the appropriate next step with the broader Customer Success or Support team.
- Contribute to campaigns, office hours, training, pulse surveys, and other scalable customer enablement programs. Partnership with Strategic Customer Success Managers
- Serve as an enablement and implementation partner to Strategic CSMs.
- Support customer training, product education, implementation planning, and adoption activities for strategic accounts.
- Help CSMs prepare for customer meetings with relevant enablement content, usage insights, and recommended next steps.
- Participate in customer calls and follow-up activities when specialized CE expertise or additional implementation support is needed.
- Share customer themes, friction points, and product feedback with the CE Product and Customer Success teams.
Customer onboarding and implementation
What You'll Bring
- 2+ years of experience in customer onboarding, implementation, customer success, product enablement, training, or a related customer-facing function.
- Experience working with customers through implementation, adoption, or change management.
- Strong presentation, facilitation, written communication, and interpersonal skills.
- Ability to explain technical or complex concepts in a clear, approachable way.
- Strong organization and project coordination skills, with the ability to manage multiple customers and priorities.
- Ability to work with both high-touch strategic customers and scaled or self-managed customer programs.
- A proactive, resourceful approach to identifying customer needs and moving work forward.
- Ability to collaborate effectively across Customer Success, Support, Product, and other internal teams.
- Familiarity with compliance, risk, audit, or GRC concepts is helpful but not required.
- Experience with customer success, product analytics, or engagement platforms such as Pendo and ChurnZero is a plus.
Why You’ll Want to Join Us
At Coalfire, you’ll find the support you need to thrive personally and professionally. In many cases, we provide a flexible work model that empowers you to choose when and where you’ll work most effectively – whether you’re at home or an office.
Regardless of location, you’ll experience a company that prioritizes connection and wellbeing and be part of a team where people care about each other and our communities. You’ll have opportunities to join employee resource groups, participate in in-person and virtual events, and more. And you’ll enjoy competitive perks and benefits to support you and your family, like paid parental leave, flexible time off, certification and training reimbursement, digital mental health and wellbeing support membership, and comprehensive insurance options.
At Coalfire, equal opportunity and pay equity is integral to the way we do business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Coalfire is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact our Human Resources team at [email protected].
Skills Required
- 2+ years of experience in customer onboarding, implementation, customer success, product enablement, training, or a related customer-facing function
- Experience working with customers through implementation, adoption, or change management
- Strong presentation, facilitation, written communication, and interpersonal skills
- Ability to explain technical or complex concepts clearly and accessibly
- Strong organization and project coordination skills, including managing multiple customers and priorities
- Ability to support both high-touch strategic customers and scaled or self-managed customer programs
- Proactive and resourceful approach to identifying customer needs and moving work forward
- Ability to collaborate across Customer Success, Support, Product, and other internal teams
- Familiarity with compliance, risk, audit, or GRC concepts
- Experience with customer success, product analytics, or engagement platforms such as Pendo and ChurnZero
Coalfire Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Coalfire and has not been reviewed or approved by Coalfire.
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Leave & Time Off Breadth — Flexible paid time off and paid parental leave are prominently offered, with remote/WFH support enabling time away when workload allows.
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Healthcare Strength — Comprehensive medical, dental, vision, wellness resources, and an EAP are part of the core package. Carrier coverage and plan options are regularly highlighted across employer materials.
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Retirement Support — A company‑matched 401(k) is included alongside other financial and development perks. This retirement benefit is consistently featured across benefits overviews.
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The Company
What We Do
Coalfire is the cybersecurity advisor that helps private and public sector organizations avert threats, close gaps, and effectively manage risk. By providing independent and tailored advice, assessments, technical testing, and cyber engineering services, we help clients develop scalable programs that improve their security posture, achieve their business objectives, and fuel their continued success. Coalfire has been a cybersecurity thought leader for more than 20 years and has offices throughout the United States and Europe.
