In this role, youll create impactful learning experiences, design onboarding programs, and develop content that helps our CS teams manage customer relationships with confidence.
You will bridge the gap between Product, GTM, CS, and Delivery, ensuring our teams dont just have the tools, but have mastered the skills & routines that drive customer value.
This is an internal-facing position, not a customer-facing role.
What Youll Do:
Develop and manage onboarding programs to help new hires ramp up quickly and confidently.
Support ongoing training initiatives for existing CSMs, including skills development and product/process updates
Create and maintain enablement content – such as CS guides, playbooks, training kits, demo flows, technical guides, and certifications.
Collaborate cross-functionally with CS, Product Marketing, and RevOps to support process improvements.
Track enablement impact using key performance metrics to continuously improve programs
Feature & Pilot Facilitation: Partner with Product & Technical Product to ensure the smooth rollout of new features, ensuring CS adoption runs smoothly.
Requirements:
2+ years of hands-on experience in Customer Success Enablement or Instructional Design at a global tech company.
Experience working closely with GTM teams (Customer Success / Sales).
Experience designing and building structured, effective learning paths and training modules end-to-end.
Experience managing enablement platforms (LMS, CMS, or knowledge bases).
Strong ownership mindset: a proven track record of independently managing and executing cross-functional projects.
Excellent writing, editing, and communication skills in English.
A creative, data-driven thinker who can connect learning solutions to real business needs.
High attention to detail, strong independence, and the ability to manage your own priorities.
Advantages:
Experience with tools like Salesforce, Gainsight, Gong/Chorus, Outreach, or similar.
