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. Core Focus Support Help Center: Own the centralized knowledge platform that supports CX responses and customer support workstreams Knowledge Management: Governing content strategy, taxonomy, and freshness across all knowledge bases Technical Writing: Oversee the production and maintenance of structured documentation for our front-line support, customer and AI consumption CX Training: Design and deliver curriculum across new-hire and ongoing programs that shift towards attribution-informed and customer-first engagement Quality Assurance: Establishing QA frameworks to improve accuracy of content and AI deflection quality 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. Stay current on AI support tooling trends and proactively recommend improvements to CallRail's AI-assisted support architecture Build and embed customer-centric training tracks that deepen support specialists’' understanding of marketing attribution - including call tracking, source attribution, and how CallRail data informs customer business decisions Partner with Product and Marketing to develop enablement content that equips specialists to speak credibly about attribution concepts, campaign ROI, and the broader CallRail value story What You'll Need 6+ years in knowledge management, support enablement, technical writing, or adjacent CX disciplines 2+ years managing cross-functional initiatives with either direct or indirect management experience Experience with AI support tooling and how content structure affects AI performance Experience with LMS platforms (Lessonly/Seismic preferred) and help center CMS tooling preferred Demonstrated experience building documentation or training programs at a SaaS company Hands-on experience configuring or prompting AI support agents Familiarity with marketing attribution concepts - call tracking, UTM parameters, multi-touch attribution, or campaign ROI analysis Familiarity with the CallRail product or call tracking / conversation intelligence category Background in instructional design, lea…