We looking for a Director – Customer Success Enablement to build and deliver onboarding, training and certification programs for our global Customer Success teams. You’ll prepare all our Customer Success hires for success, starting in their first months. The goal is for them to come out of the onboarding experience confident in their skills and able to provide the best possible outcomes for our customers.

Through your guidance, they’ll learn the unique value propositions, product capabilities, best practices, and tools for working effectively with our customers to enable and support them in the adoption of our platform. You’ll build a world class technical training program, with prework, mock projects, challenging labs, role plays and practice sessions to build skills and muscle memory, and reinforce our end-to-end  customer journey, The Company Way. Our new hires will get the chance to test their learning in realistic scenarios, so they’ll be best prepared to serve our customers from the very start. 

Your superpowers lie in finding the best of the best in the Customer Success organization, learning how they’re overachieving,  and replicating that at scale for the whole team. We’ll rely on you to keep our company culture of constant improvement and teamwork alive. Initially the training will be virtual, with the goal of moving to in person training and bootcamps when travel becomes widespread again.

You are laser-focused on your learners, their needs and experiences, and how to best help them attain confidence and success selling, implementing and supporting our solutions. You’ll be constantly seeking to get better, growing these programs into a world class experience with excellent outcomes for new team members and the business. You are highly competitive, instilling a sense of fun and excitement into the learning process, and ensuring our businesses’ and our customers’ success for the long term.

Responsibilities

Work with Customer Success Leadership, Sales Enablement, and Marketing teams to onboard and continuously enable our Customer Success team, including:

• Presales Solution Consultants

• Post Sales Automation Consultants

• Customer Success Managers (CSMs)

• Enterprise Architects

• Product Support Analysts

Build programs that turn every new hire into a trusted advisor for our customers who can:

• Have conversations with customers to learn their pains, desired stage, and business impact

• Identify upsell and cross sell opportunities throughout the company

• Deliver a compelling demo

• Run a proof of concept to get the technical win

• Lead a productive Workjam

• Give a compelling architecture discussion

• Manage an account to the highest level of satisfaction

• Speed up the time to value and drive expansion

Additional responsibilities:

• Make learning easy, engaging, and experiential, so that the right behaviors become muscle memory

• Build team cohesion, so cohorts of new hires feel connected and grow together

• Constantly improve the onboarding experience, as measured by feedback and outcomes for ramping team members

• Build rigorous certification programs, with measurable skills 

• Assist with enablement in support of Sales Kickoff, monthly CS All Hands calls,  and training events

• Review calls to deeply understand the audience – their experiences and pains – and to best coach the team on how to constantly improve.

Requirements

• 7+  years of professional experience in technical enablement and training programs for a SaaS company  

• 2-3 years as a top performer in a customer-facing Presales or Customer Success role

• Experience building learning programs from the ground up

• Proven ability to create memorable learning experiences that drive desired results

• Program design and management, especially in the remote work environment

• History of working with Presales or Customer Success teams, in a mentoring and coaching role

• Ability to thrive in a fast-paced, rapidly changing environment

• Strong analytical and critical thinking skills

• Growth mindset, ability to iterate, and design-thinking approach to problem-solving

• Excellent organization and time management skills

• Startup experience is a strong plus

Soft Skills

• Strong collaboration skills, ability to adapt to a dynamic start-up environment with a passion for making an impact
• Strong critical thinking, analytical skills with an entrepreneurial and proactive mind-set
• Ability to effectively prioritize tasks and manage time, even under high-pressure situations
• Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience
• Fast learner who can independently conduct extensive research, and synthesize ideas, information and options quickly
• Be proactive about solving problems and be ready to take on additional initiatives and responsibilities as they emerge