Training and Enablement Lead - Global Customer Success

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.