Director, CS Enablement & Learning
Hybrid · Florida, United States
Job Summary
Director-level role leading the design and execution of a scalable internal learning and development strategy for the Customer Success organization, including onboarding, ongoing enablement, quality auditing, retraining programs, and management of internal CS communications and meetings. Responsibilities include standardizing onboarding across CS functions, building continuous learning frameworks aligned to product and role evolution, overseeing QA/auditing/retraining programs, leading CS town halls and leadership meetings, driving change management for product releases and organizational initiatives, establishing enablement metrics and KPIs, and building a high-performing enablement and quality team. Requires a Bachelor's degree and 8-12+ years in Learning & Development, Enablement, or Customer Success Operations, with proven experience in scalable SaaS environments, instructional design, change management, cross-functional partnering, and executive communication.
Required Qualifications
- Bachelor's Degree - Business, Education, Organizational Development, or related field
- 8-12+ years of experience in Learning & Development, Enablement, or Customer Success Operations
- Experience supporting scaled SaaS or services organizations
- Proven experience building onboarding and continuous learning programs
- Experience with quality assurance, auditing, or performance improvement programs
- Experience leading teams and managing cross-functional initiatives
- Strong instructional design and enablement strategy expertise
- Understanding of change management and adult learning principles to support the successful adoption of new processes and workflows
- Ability to scale programs across diverse teams and geographies
- Data-driven mindset with experience in defining and tracking KPIs
- Strong executive communication and facilitation skills
- Ability to influence without direct authority
- Program management and organizational leadership preferred
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