Customer Success Training Specialist

Vonage; Mexico; Híbrido; MXN 468.720 - 714.240; Jornada completa

Descripción de la vacante

Vonage is seeking a Customer Success Training Specialist to design and lead a comprehensive onboarding program for newly hired CSMs, ensuring rapid product and customer mastery.

You will develop ongoing enablement curricula, focusing on feature releases, account management strategies, and revenue-aligned training. This role emphasizes blended learning delivery and practical CS playbooks. Remote work from Mexico is offered.

Formación

• 2–4 years of experience in Customer Success training and enablement.
• Solid understanding of the B2B lifecycle and its impact on retention and expansion.
• Proficiency in Articulate (or similar) to build an eLearning library.
• High proficiency in CS platforms: Salesforce and Planhat; experience with Gainsight or similar tools.

Responsabilidades

• Design and lead onboarding programs for new CSMs.
• Develop post-onboarding curricula covering new features and account strategies.
• Identify knowledge gaps through data-driven assessments and align training to revenue priorities.
• Create blended learning experiences: live workshops, virtual sessions, and eLearning.
• Build practical exercises, job aids, and visual guides for actionable "Success Plays."
• Be the CS toolset SME for Salesforce, Planhat, and related platforms.

Conocimientos

CS Enablement

Salesforce

Planhat

Articulate

Facilitation

Instructional Design

Cross-Functional Collaboration

MEDDPICC knowledge

Herramientas

Gainsight

Totango

Hubspot

Zendesk

Churn Zero

Descripción del empleo

Join Vonage and help us innovate cloud communications for businesses worldwide!

Vonage Communications APIs:

As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. For example, Vonage API solutions empower organizations to build their custom omnichannel communications structure. This allows them to reach and engage customers on their preferred schedule and channel — including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.

Why this role matters:

Our Customer Success Training Specialist will provide the foundational learning for our Customer Success teams. In this role you will be the architect of the CS journey, from the moment a new CSM joins to the mastery of our post-sales ecosystem.

Your key responsibilities:

• End-to-End Onboarding: Design and lead a world-class onboarding program that gets new CSMs up to speed on our product, our customers, and our unique approach to partnership.


• Continuous Enablement: Develop post-onboarding curricula that keep the team sharp on new feature releases, industry trends, and advanced account management strategies ; including expansion positioning from upselling and cross-selling


• Needs Assessment: Identify knowledge and skill gaps through data-driven assessments, aligning all training programs to revenue priorities and business objectives.


• Blended Learning Delivery: Develop and deliver engaging learning experiences—including live workshops, virtual sessions, and eLearning—for global CS teams of all experience levels.


• Tactical Content Creation: Build practical exercises, job aids, and visual guides that translate technical API capabilities and product updates into actionable \"Success Plays.\"


• Tools & Stack Mastery: Serve as the subject matter expert for the CS toolset (Gong, Salesforce andPlanhat,ensuring the team navigates our systems with speed and precision.


• Strategic Partnership: Collaborate with CS Leadership to drive accountability and partner with Sales Enablement to ensure cohesive product and process updates across the revenue org.


• Advocacy & Improvement: Serve as a trusted advisor and champion for continuous improvement in CS skills, processes, and training best practices.

What you’ll bring:

To be successful in this role, you should be a blend of an educator, a strategist, and a Customer Success advocate. We are looking for someone who understands that CS is both an art and a science.

Required:

• CS Enablement Background: 2–4 years of experience in Customer Success training and enablement. If you’ve previously carried a book of business as a CSM, that’s a major plus.


• The \"CS Lens\" on Sales Process: A solid understanding of the B2B lifecycle. You understand how discovery, handoffs, and pipeline management directly impact long-term retention and expansion.


• CS Tech Stack Power User: High proficiency in Salesforce and Planhat (or similar CS Platform such as Gainsight, Totango, Hubspot, Zendesk, and Churn Zero etc.). You are comfortable being the \"go-to\" expert who helps others navigate our tools with speed and precision.


• Instructional Design Mastery: Experience creating clean, professional training materials, slide decks, and tutorials. Proficiency in Articulate (or similar authoring tools) is required to build our eLearning library.


• Strong Facilitation Skills: You are a confident, engaging presenter who can break down complex API capabilities or process-heavy workflows into simple, actionable steps.

Experience we consider a plus:

• Cross-Functional Collaborator: Ability to work effectively with Sales/CS Ops, Product Marketing, and CS Managers to ensure content is technically accurate and relevant to the field.


• Detail-Oriented & Precise: A passion for accuracy and a \"get it right\" mindset when documenting internal processes and system workflows.


• Strategic Advisor: A champion for continuous improvement who isn't afraid to identify skill gaps and propose creative solutions to fill them.


• Methodology Knowledge: A background in MEDDPICC or similar sales/success methodologies is a significant advantage.

Where you will work:

This position offers a fully remote work arrangement based out of Mexico.

Sponsorship is not available. Legal authorization to work in Mexico is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice .

Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.