Sr. Trainer - Customer Success Operations

• Lead and facilitate dynamic, instructor-led Onboarding and Continuing Education courses for Customer Support Specialist and Client Relationship Manager programs
• guide employees through self-led learning content
• maintain deep, working knowledge across multiple functional areas
• elevate advanced learners
• leverage learning theory
• evaluate trainee performance and provide actionable feedback
• establish criteria for successful training completion
• drive creation of innovative training processes and materials
• proactively review and refine training content
• prioritize collective success
• contribute to sustained growth
• execute tasks with attention to detail
• achieve 80% or higher in all formal trainer performance observations
• foster collaboration
• champion organizational directives
• serve as an ambassador for Human Interest and Enablement
• partner with operational leadership to review training needs and pinpoint knowledge gaps

• BA degree or equivalent practical experience
• 5+ years of proven experience in teaching, training, or a closely related field
• clear understanding of SaaS business motions and the entire customer lifecycle
• proven customer management skills, especially with large and complex accounts
• proven track record of meeting and exceeding team objectives
• top-notch written and spoken communication
• adept at developing strong working relationships at all levels of management
• top-notch organizational and analytical skills
• ability to use data to inform business decisions
• thrive in a startup and SaaS background (preferred)
• comfort with rapid change
• willingness to take calculated risks

Experience using Salesforce, Docebo, Google Drive, and other LMS systems

• 401(k) with dollar-for-dollar employer match up to 4% of compensation
• top-of-the-line health plans
• dental and vision insurance
• competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource
• Monthly work-from-home stipend
• quarterly lifestyle stipend
• engaging team-building experiences