Manager, Enablement

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

📋 Description

• Take charge of the HighLevel Customer Success department's capabilities, overseeing both Implementation and CSM teams.

• Lead a dedicated enablement team consisting of trainers and QA analysts.

• Map out the journeys of Implementation and CSM while documenting standard operating procedures.

• Develop and sustain the SOP library, checklists, templates, task automation, and necessary fields.

• Create training frameworks, competency maps, levels, and learning paths.

• Design curriculum utilizing instructional design principles.

• Conduct live training sessions, workshops, and role-play labs.

• Establish and manage certification models that include objective criteria and recertification cycles.

• Produce scalable playbooks, call guides, talk tracks, objection libraries, demo scripts, job aids, and scenario banks.

• Manage new-hire onboarding, ramp plans, nesting, and graduation criteria.

• Oversee ongoing learning and product enablement programs.

• Collaborate with Product and Product Marketing on release enablement initiatives.

• Maintain an up-to-date single source of truth for product and process knowledge.

• Develop manager enablement resources for call reviews, feedback, and coaching.

• Manage QA frameworks, scorecards, sampling, calibration, reporting, and call/account evaluations.

• Convert QA findings into curriculum updates, SOPs, and coaching strategies.

• Recruit, onboard, coach, and nurture the enablement team.

• Define processes for enablement intake and prioritization.

• Establish and report on KPIs including time-to-productivity, certification pass rates, QA scores, process adherence, knowledge assessment results, and onboarding quality.

• Utilize call data, QA trends, CSAT, and feedback from frontline staff to identify capability gaps.

• Present insights and recommendations regarding capability to CS leadership.

• Collaborate with Implementation, CSM, Support, Product, and Ops leadership.

⛳️ Requirements

• 7+ years of experience in enablement, training, learning & development, or process/quality roles supporting customer-facing teams in SaaS or high-growth settings.

• 3+ years of experience leading a small team or managing enablement programs with formal responsibilities for trainers, QA analysts, or program owners.

• Practical experience in establishing processes from the ground up, including designing and implementing an SOP library, onboarding program, or QA framework.

• Extensive knowledge of training frameworks and instructional design, including competency mapping, learning objectives, blended learning, assessment design, certification, and reinforcement strategies.

• Excellent facilitation abilities; experienced in leading live training sessions, workshops, and role-playing exercises.

• Experience in building and managing a QA or call-quality program, including designing scorecards and conducting calibration.

• Familiarity with customer onboarding processes and the customer success lifecycle.

• An analytical mindset, utilizing measurements and evidence for assessments.

• Strong documentation and writing skills.

• Proficient with LMS/enablement platforms, knowledge bases, call recording and QA tools, and CRM workflows.

• Technically curious and knowledgeable about products.

• Bachelor's degree or equivalent practical experience.

• Preferred: Certification in instructional design, adult learning, facilitation, or quality methodologies.

• Preferred: Experience working across various geographies and shift patterns.

• Preferred: Background in a marketing agency, martech, or SMB-focused SaaS environment.

• Preferred: Experience with HighLevel or similar all-in-one marketing automation platforms.

🏝️ Benefits

• Global, remote-first organization.

• Equal employment opportunity employer.

• Employee demographic information is collected voluntarily and is kept separate from hiring decisions.