Training and Enablement Lead - Global Customer Success

Job description

Your role The Global Customer Success Enablement & Development Lead designs and delivers scalable learning, enablement, and capability-building programs for the global Customer Success organization. This role ensures teams have the skills, tools, and resources needed to improve customer outcomes, adoption, retention, growth, and advocacy while delivering a consistent customer experience across regions. What you'll do Lead the global Customer Success enablement and development strategy aligned to business priorities, customer outcomes, and organizational goals.

Identify capability gaps and learning needs through stakeholder input, assessments, surveys, performance insights, and business data. Design, deliver, and continuously improve scalable programs for onboarding, role-based learning, leadership development, customer engagement, value realization, renewals, growth, and advocacy. Create and maintain enablement content, including training materials, playbooks, guides, digital learning, certifications, and knowledge-sharing resources.

Facilitate workshops, webinars, learning events, leadership development sessions, and community forums that promote best practices and consistent ways of working. Manage learning tools, governance processes, content updates, participation records, certifications, and development progress to ensure a consistent learner experience. Measure program effectiveness using feedback, learning outcomes, adoption data, enablement metrics, and business impact insights; share recommendations with leadership.

Partner with Customer Success leadership, HR, Product, Sales, Marketing, Operations, Support, and subject matter experts to align enablement with business priorities and regional needs. What you'll need Bachelor’s degree in Learning & Development, Business, Organizational Development, Human Resources, or a related field; advanced degree or relevant qualification preferred. Significant experience leading global enablement, learning, workforce development, or capability-building programs for Customer Success, Sales, Services, or other customer-facing teams.

Strong understanding of Customer Success principles, customer lifecycle management, customer experience best practices, renewal cycles, health scores, onboarding frameworks, and advocacy programs. Experience working across global regions, cultures, time zones, and matrixed organizations, with the ability to tailor programs to regional needs while maintaining global consistency. Expertise in adult learning, instructional design, digital learning platforms, facilitation, coaching, program management, stakeholder engagement, and change management.

Proficiency with learning management systems, enablement/content management tools, CRM platforms, and analytics tools such as Workday Learning, Docebo, Seismic, Salesforce, Tableau, or Power BI. Strong analytical, communication, and relationship-building skills, with the ability to use data and feedback to improve program effectiveness and demonstrate business impact. Relevant certifications in Learning & Development, Instructional Design, Coaching, Customer Success, or Change Management preferred.

Ability to work effectively across global teams and time zones; travel may be required. High proficiency in English required; additional languages are a plus.