About this role
About the role
Mizo helps MSPs become Managed Intelligence Providers by automating ticket triage, dispatch, resolution, documentation, and QA through AI agents. The Customer Enablement Manager owns the client's first experience with Mizo, from kickoff to full activation, and becomes the internal expert on how to configure and prompt Mizo's AI agents for each client's workflows.
This role sits at the intersection of customer success, technical enablement, and product experience design. Onboarding at Mizo isn't a generic "get them logged in" motion, it's a structured path across five stages (Intake, Triage, Dispatch, Resolution Assistance, QA), each moving from human-in-the-loop recommendation to full automation as trust is earned. Success means clients go live fast, understand how to use the platform, trust what the agents are telling them, and see value within their first weeks.
Key responsibilities
• Design the client onboarding experience. Build and continuously improve the onboarding journey within the Mizo platform (flows, checklists, in-app guidance, welcome sequences) so new clients reach activation with minimal friction.
• Own client onboarding and enablement. Lead kickoff calls, configure integrations (PSA, documentation, communication, RMM tools), and run each client toward full activation.
• Build trust with evidence, not just training. When asking a client to move a stage from human-in-the-loop to automatic, lead with proof from their own ticket data rather than a generic pitch, and know how to bring skeptical technicians along.
• Provide Level 1 support. Be the first point of contact for onboarding-stage client issues, triage and resolve straightforward problems, and escalate complex technical issues to the right team.
• Be the internal expert on prompting Mizo's AI agents. Understand how triage, dispatch, resolution, documentation, and QA agents are configured and prompted, and translate that expertise into training material, best practices, and client-facing guidance.
• Track activation progress. Keep an eye on per-stage acceptance rates and flag to your manager when a client stalls, rather than waiting for a scheduled check-in.
• Capture feedback loops. Document recurring onboarding blockers, common support questions, and client feedback, then work with Product to improve the platform and reduce future support load.
• Maintain onboarding documentation. Keep playbooks, FAQs, and internal knowledge base articles current as the product evolves.
What we're looking for
• 2 to 5 years in customer onboarding, implementation, technical support, or customer success, ideally at a B2B SaaS or MSP-adjacent company.
• Comfortable being hands-on with software configuration (integrations, settings, workflows), not just relationship management.
• Strong written and verbal communication; able to explain technical concepts to non-technical users.
• Genuine curiosity about AI agents and prompt design; willing to become the internal go-to person on this.
• Comfortable reading usage or adoption data and acting on it before a client raises a complaint.
• Experience with ticketing/PSA tools (ConnectWise, Autotask, HaloPSA) is a strong plus.
• Comfortable working in a fast-moving startup environment with evolving processes.
Nice to have
• Background in MSP, IT services, or managed services operations, direct familiarity with how a service desk runs is a credibility unlock with technicians.
• Experience with Linear, and Notion or similar documentation tools.
• Familiarity with low-code tools (Zapier, n8n, Retool) or AI coding assistants, enough to tweak an internal workflow without needing an engineer for every small fix.