Customer Success Training Specialist

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Comprehensive Onboarding: Create and oversee a premier onboarding program that equips new Customer Success Managers (CSMs) with essential knowledge about our product, our clientele, and our distinctive partnership approach.

• Ongoing Enablement: Design post-onboarding training programs that keep the team informed about new features, industry developments, and sophisticated account management techniques, including strategies for upselling and cross-selling.

• Skills Assessment: Recognize knowledge and skill deficiencies through analytical assessments, ensuring all training initiatives align with revenue goals and business objectives.

• Mixed Learning Delivery: Create and present interactive learning experiences—including live workshops, virtual sessions, and eLearning—for global Customer Success teams of varying experience levels.

• Practical Content Development: Create hands-on exercises, job aids, and visual resources that convert technical API functionalities and product updates into actionable "Success Plays."

• Expertise in Tools & Stack: Act as the subject matter authority for the Customer Success toolset (Gong, Salesforce, and Planhat), ensuring the team navigates our systems efficiently and effectively.

• Strategic Collaboration: Work alongside Customer Success Leadership to promote accountability and partner with Sales Enablement to guarantee seamless product and process updates within the revenue organization.

• Advocacy for Improvement: Act as a reliable advisor and advocate for the continual enhancement of Customer Success skills, processes, and training best practices.

⛳️ Requirements

• Customer Success Enablement Experience: 2–4 years of experience in training and enablement within Customer Success. Previous experience managing a book of business as a CSM is a significant advantage.

• Understanding of Sales Processes through a CS Lens: A thorough comprehension of the B2B lifecycle, recognizing how discovery, transitions, and pipeline management influence long-term retention and growth.

• Proficiency in Customer Success Technology: Advanced skills in Salesforce and Planhat (or comparable CS platforms like Gainsight, Totango, Hubspot, Zendesk, and Churn Zero). You are adept at being the "go-to" expert for assisting others in effectively navigating our tools.

• Expertise in Instructional Design: Proven experience in producing polished, professional training materials, slide presentations, and tutorials. Proficiency with Articulate (or similar authoring tools) is essential for developing our eLearning resources.

• Excellent Facilitation Abilities: You are a compelling and engaging presenter capable of simplifying complex API functionalities or intricate workflows into clear, actionable steps.

🏝️ Benefits

• Sponsorship is not available.

• Legal authorization to work in Mexico is required.