Sr. Manager, Knowledge Management & CX Enablement

The Position CallRail is looking for a Sr. Manager, Knowledge Management and Training to lead the team accountable for the strategy and execution of knowledge management, technical documentation, support training, and quality assurance of a knowledge ecosystem that serves both human support specialists and AI-powered support systems. In this role you will design and execute programs, manage tools and create processes that enable the Customer Experience team at CallRail to provide best-in-class technical solutioning to our clients.

You will also design and manage an enablement program that champions a shift in how our Support team engages with customers - moving from a reactive, ticket-first mindset to a proactive, attribution-informed approach that deepens customer understanding and drives long-term retention.

What You'Ll Do

Lead, coach, and develop a team of three specialists across technical writing, training, and QA Define and execute a training and enablement strategy that scales alongside product and team growth Partner cross-functionally with Customer Support, Product, Engineering, Marketing, and Revenue Operations to ensure knowledge keeps pace with releases and company direction Build and report on OKRs, KPIs, and program health metrics to CX leadership on a regular cadence Establish documentation standards that support both human readability and structured AI ingestion (RAG pipelines, AI agent grounding) Own the knowledge base governance model - taxonomy, content lifecycle, ownership mapping, and deprecation workflows Serve as the primary stakeholder for knowledge tooling - managing the roadmap for the help center CMS, internal wiki, and any AI knowledge connectors Drive content creation and auditing cadences; ensure alignment between knowledge base content and actual specialists and AI behavior Develop mechanism and scorecards to evaluate the accuracy and quality of AI support responses, identify knowledge and training gaps that create deflection failures to drive improvement.