Senior Customer Success, Revenue Enablement

Jobtailor

Toronto

On-site

CAD 90,000 - 120,000

Full time

8 days ago

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Job summary

Jobtailor is seeking a Customer Success Enablement professional to lead training for implementation and launch teams within a SaaS environment in Toronto. You will design, deliver, and continuously improve enablement content that accelerates time-to-value across the customer journey.

You will drive metrics on launch performance, craft structured ramp programs, and partner with product and onboarding to keep content aligned with roadmaps.

Qualifications

3+ years of experience in customer success, implementation or onboarding, CS enablement, or a related learning and development role
Experience designing and delivering training for customer-facing implementation or launch teams
Familiarity with implementation, onboarding, and go-live motions and the metrics that drive them
Knowledge of instructional design principles and adult learning theory
Strong facilitation and presentation skills across all levels of the organization
Comfort with tools such as Gong and Salesforce
Ability to analyze engagement and performance data to drive program improvements
Strong project management skills across multiple concurrent workstreams
Experience in a SaaS or technology company
Experience enabling implementation, onboarding, or time-to-value improvement
Proficiency with generative AI tools (Claude, ChatGPT, or similar) for content development and ideation
Experience in legal tech or a comparable regulated industry
Relevant customer success or enablement certifications

Responsibilities

Build and deliver enablement for the CS Launch Team across the implementation and go-live journey, from kickoff through handoff to ongoing success
Own measurable launch outcomes such as time to value, time to first value, launch cycle time, and successful go-live rates
Partner with CS Onboarding to sequence a 30-60-90 day ramp for new launch and implementation team members
Translate product launch playbooks into implementation-ready guidance, configuration talk tracks, and customer-facing best practices
Design and maintain certification and role-play content grounded in real implementation and go-live conversations
Run a regular Gong review rhythm on launch calls to surface coaching themes, friction points, and content gaps
Coach Launch Team leads on reinforcing trained behaviors in real customer engagements
Deliver a monthly launch enablement health report covering what is working, what is not, and the top unmet needs
Use generative AI tools to accelerate content creation, role-play design, and iteration
Partner with Product, Product Marketing, and the Product Launch and Systems function so launch content stays current with the roadmap
Report to the Senior Manager, Customer Success Enablement
Perform other duties as required

Skills

Customer Success Enablement

Training Design and Delivery

Project Management

Generative AI Tools Proficiency

Instructional Design Principles

Facilitation Skills

Presentation Skills

Content Development

Time-to-Value Improvement

Training for Customer-Facing Teams

Adult Learning Theory

Gong

Salesforce

Tools

Gong

Salesforce

Job description

Build and deliver enablement for the CS Launch Team across the implementation and go-live journey, from kickoff through handoff to ongoing success
Own measurable launch outcomes such as time to value, time to first value, launch cycle time, and successful go-live rates
Partner with CS Onboarding to sequence a 30-60-90 day ramp for new launch and implementation team members
Translate product launch playbooks into implementation-ready guidance, configuration talk tracks, and customer-facing best practices
Design and maintain certification and role-play content grounded in real implementation and go-live conversations
Run a regular Gong review rhythm on launch calls to surface coaching themes, friction points, and content gaps
Coach Launch Team leads on reinforcing trained behaviors in real customer engagements
Deliver a monthly launch enablement health report covering what is working, what is not, and the top unmet needs
Use generative AI tools to accelerate content creation, role-play design, and iteration
Partner with Product, Product Marketing, and the Product Launch and Systems function so launch content stays current with the roadmap
Report to the Senior Manager, Customer Success Enablement
Perform other duties as required

Requirements

3+ years of experience in customer success, implementation or onboarding, CS enablement, or a related learning and development role
Experience designing and delivering training for customer-facing implementation or launch teams
Familiarity with implementation, onboarding, and go-live motions and the metrics that drive them
Knowledge of instructional design principles and adult learning theory
Strong facilitation and presentation skills across all levels of the organization
Comfort with tools such as Gong and Salesforce
Ability to analyze engagement and performance data to drive program improvements
Strong project management skills across multiple concurrent workstreams
Experience in a SaaS or technology company
Experience enabling implementation, onboarding, or time-to-value improvement
Proficiency with generative AI tools (Claude, ChatGPT, or similar) for content development and ideation
Experience in legal tech or a comparable regulated industry
Relevant customer success or enablement certifications

Core Competencies

Demonstrates expertise in customer success enablement, focusing on designing and delivering training for implementation and launch teams. Proficient in analyzing performance data and utilizing generative AI tools to enhance content development and training effectiveness.

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