Training and Enablement Lead Global Customer Success

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 youll 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 youll need

• Bachelors 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.