Customer Success Enablement Architect

Butler/Till; City of Rochester (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

ESOP

Full benefits package

Paid parental leave

Job summary

Butler/Till, a Rochester, NY-based marketing agency, seeks a Trainer, Customer Success to design and deliver hands-on workshops that boost campaign results, improve client experience, and grow the sales pipeline. You’ll own the onboarding and enablement system end-to-end, sequencing live and asynchronous learning, coordinating SMEs, and building assessments and job aids.

The role requires 10+ years designing and delivering multi-format training for client-facing roles in digital marketing or

Qualifications

• Bachelor’s degree in marketing, business communication, or education.
• 10+ years designing and delivering in-person, online, and hybrid training for client-facing roles in digital marketing or sales (SEO, Paid Search, social/content).
• 5+ years working in client-facing roles in customer service or digital marketing.
• Strong communication/coaching skills: active listening, storytelling, and client-ready presentation skills.

Responsibilities

• Deliver modular training across a range of digital marketing, sales, and client success topics, including individual programs.
• Gather learner feedback and performance data to iterate curricula and close skill gaps.
• Curate and govern the learning library—recordings, job aids, workshops, assessments, system guides, call examples, and source-of-truth locations—maintaining versioned documentation with clear owners and last-updated dates, and partnering with account, channel, and subject-matter owners to refresh outdated content (e.g., training decks, talk tracks, phone scenarios).
• Design learning materials: Prepare training manuals, e-learning modules, assessments, job aids, system guides, and other instructional resources.
• Facilitate workshops: Lead interactive sessions that promote knowledge retention and practical application.
• Evaluate effectiveness: Use feedback, assessments, and performance metrics to measure training impact and make improvements.
• Create learning and development frameworks and best practices for use across teams.
• Stay up to date on industry trends, adult learning principles, and new training-delivery technologies; leverage AI and emerging technologies to improve learning design, content development, and operational efficiency while maintaining accountability for accuracy, relevance, learner experience, and business outcomes.
• Own, build, and continually improve the onboarding system: sequence live and asynchronous learning, coordinate SMEs and team leads, and identify ownership and curriculum gaps to ensure clarity, accountability, and progress tracking.
• Serve as trusted advisor on digital marketing, client success, and effective sales techniques.
• Support ongoing learning initiatives and provide coaching to employees as needed.
• Develop digital marketing expertise in current and future employees through a variety of learning experiences.
• Maintain accurate training records and reports to track employee progress and development.
• Collaborate with team members to enhance the overall training strategy and implement new training technologies.

Skills

Active listening

Storytelling

Presentation skills

Client-facing experience

Digital marketing knowledge

Education

Bachelor’s degree in marketing, business communication, or education

Master’s degree in marketing, business, or education

Tools

Learning Management Systems (LMS)

Virtual training tools

Job description

Butler/Till, a Rochester, NY-based marketing agency, seeks a Trainer, Customer Success to design and deliver hands-on workshops that boost campaign results, improve client experience, and grow the sales pipeline. You’ll own the onboarding and enablement system end-to-end, sequencing live and asynchronous learning, coordinating SMEs, and building assessments and job aids.

The role requires 10+ years designing and delivering multi-format training for client-facing roles in digital marketing or