About the Role
Our Customer Success Training Specialist will provide the foundational learning for our Customer Success teams. In this role you will be the architect of the CS journey, from the moment a new CSM joins to the mastery of our post-sales ecosystem.
Your Key Responsibilities
- End-to-End Onboarding: Design and lead a world-class onboarding program that gets new CSMs up to speed on our product, our customers, and our unique approach to partnership.
- Continuous Enablement: Develop post-onboarding curricula that keep the team sharp on new feature releases, industry trends, and advanced account management strategies ; including expansion positioning from upselling and cross-selling.
- Needs Assessment: Identify knowledge and skill gaps through data-driven assessments, aligning all training programs to revenue priorities and business objectives.
- Blended Learning Delivery: Develop and deliver engaging learning experiences—including live workshops, virtual sessions, and eLearning—for global CS teams of all experience levels.
- Tactical Content Creation: Build practical exercises, job aids, and visual guides that translate technical API capabilities and product updates into actionable "Success Plays."
- Tools & Stack Mastery: Serve as the subject matter expert for the CS toolset (Gong, Salesforce and Planhat), ensuring the team navigates our systems with speed and precision.
- Strategic Partnership: Collaborate with CS Leadership to drive accountability and partner with Sales Enablement to ensure cohesive product and process updates across the revenue org.
- Advocacy & Improvement: Serve as a trusted advisor and champion for continuous improvement in CS skills, processes, and training best practices.
What you’ll bring
To be successful in this role, you should be a blend of an educator, a strategist, and a Customer Success advocate. We are looking for someone who understands that CS is both an art and a science.
Required:
- CS Enablement Background: 2–4 years of experience in Customer Success training and enablement. If you’ve previously carried a book of business as a CSM, that’s a major plus.
- The "CS Lens" on Sales Process: A solid understanding of the B2B lifecycle. You understand how discovery, handoffs, and pipeline management directly impact long-term retention and expansion.
- CS Tech Stack Power User: High proficiency in Salesforce and Planhat (or similar CS Platform such as Gainsight, Totango, Hubspot, Zendesk, and Churn Zero etc.). You are comfortable being the "go-to" expert who helps others navigate our tools with speed and precision.
- Instructional Design Mastery: Experience creating clean, professional training materials, slide decks, and tutorials. Proficiency in Articulate (or similar authoring tools) is required to build our eLearning library.
- Strong Facilitation Skills: You are a confident, engaging presenter who can break down complex API capabilities or process-heavy workflows into simple, actionable steps.
Experience we consider a plus:
- Cross-Functional Collaborator: Ability to work effectively with Sales/CS Ops, Product Marketing, and CS Managers to ensure content is technically accurate and relevant to the field.
- Detail-Oriented & Precise: A passion for accuracy and a "get it right" mindset when documenting internal processes and system workflows.
- Strategic Advisor: A champion for continuous improvement who isn't afraid to identify skill gaps and propose creative solutions to fill them.
- Methodology Knowledge: A background in MEDDPICC or similar sales/success methodologies is a significant advantage.