Career Details

Job Description:

The Customer Training & Enablement Lead will design, run and scale customer onboarding, training and enablement programs that accelerate time-to-value, boost product adoption, reduce support load and drive renewals & expansion. You’ll own the enablement curriculum, learning platform, certification paths and training measurement, working closely with Customer Success, Product, Sales and Engineering.

Responsibilities:

• Design and run end-to-end onboarding journeys for new customers (time-to-first-value plans, milestones, deliverables).

• Build role- and persona-based enablement programs (end users, admins, power users, IT/security, executives) for both product and managed services.

• Create and maintain scalable learning assets: video courses, interactive tutorials, step-by-step guides, playbooks, quick-reference cards, and knowledge-base articles.

• Architect and operate the learning platform / LMS (setup, course creation, user provisioning, reporting) and keep content up-to-date with product releases.

• Develop certification and credentialing paths to validate customer and partner competency (exam design, grading, badges).

• Run live training: webinars, workshops, onboarding sessions, train-the-trainer programs, and hands-on labs for enterprise customers and partners.

• Partner with Product, UX and Engineering to produce demo environments, sandboxes, lab exercises and sample datasets for practical training.

• Measure enablement impact using metrics (time-to-value, feature adoption, product usage, NPS/CSAT, support ticket reduction, renewal/expansion lift) and iterate programs based on outcomes.

• Enable Sales & Pre-Sales: produce sales collateral, battlecards, product walkthroughs and joint training so sellers can demo and position product effectively.

• Create onboarding templates, project plans and checklists to standardize delivery across Customer Success and Professional Services.

• Manage external trainers, vendors or agencies when needed and coordinate budgets for training initiatives.

• Run internal enablement for support, CS and delivery teams for major releases and key feature launches.

• Maintain a feedback loop from customers to Product and CS to prioritize documentation and training gaps.

• Maintain quality standards for instructional design and accessibility (clear learning objectives, assessments, inclusive materials).

Preferred Qualifications:

• 3–6 years experience in customer training, enablement, instructional design or customer education — ideally in B2B SaaS, enterprise software, data or AI products.

• Hands-on experience with an LMS or learning platform (e.g., TalentLMS, Docebo, Moodle, Cornerstone) and content-authoring tools (Articulate, Camtasia, Figma for visual assets).

• Strong instructional design skills — able to convert complex technical concepts into practical, role-based learning paths (experience with ADDIE or similar models is a plus).

• Proven track record improving adoption, reducing time-to-value, or positively impacting renewal/expansion metrics (provide examples or KPIs where possible).

• Excellent presentation and facilitation skills; comfortable delivering live training to technical and executive audiences.

• Familiar with product analytics and CS tooling (Mixpanel/Amplitude, GA4, Gainsight/ChurnZero, HubSpot/Salesforce) to measure learning impact and adoption.

• Ability to design assessments, certifications and measurement frameworks to validate competence.

• Strong project-management skills and experience coordinating cross-functional releases and training rollouts.

• Technical literacy — understands APIs, integrations, typical deployment patterns and can work with engineers to build labs and sandboxes.

• Excellent written & verbal English; Urdu or regional languages helpful for local engagement.

• Degree in Education, Instructional Design, Communications, Computer Science, or related field; professional certifications in instructional design or customer education are a plus.

• Empathetic, customer-first mindset with a bias for measurable outcomes and scalable processes.