Learning Experience Lead, AI-Driven Customer Success

salesforce.com, inc.; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Salesforce is seeking an instructional designer to create scalable learning experiences for Customer Success Managers, with hands-on practice and AI integrated into their workflows.

You will build on-demand and train-the-trainer programs, develop job aids and guides, and partner with product teams to bring new capabilities to frontline teams.

Join a fast-paced, matrixed environment where your work directly improves how customers realize value from Salesforce and its AI tools.

Qualifications

• You have a strong foundation in learning experience or instructional design, and a developed POV on what makes training actually stick.
• Strong facilitation skills - you're comfortable running engaging sessions with the field, live or virtual
• You can move fast, work lean, and find creative solutions without getting stuck in process or perfectionism
• You're energized by testing new approaches, learning from what doesn't work, and iterating quickly based on feedback
• You have strong communication and storytelling skills, whether you're facilitating a session, writing copy, or explaining a complex idea to a mixed audience
• You thrive in fast-paced, heavily matrixed environments where priorities shift and you're balancing several workstreams at once
• You've delivered effective learning experiences across distributed organizations, including sales enablement
• You've built train-the-trainer programs or "learn by doing" curricula - not slideware, but experiences that drive real behavior change
• You've used AI tools confidently in your own work and can teach from genuine fluency
• You've background in adult learning, UX/human-centered design, or content design
• You're comfortable scripting and producing short demo or explainer videos - not full production, but enough to turn a feature into a clear, watchable walkthrough
• You've partnered with enablement delivery or readiness teams and know how to hand off content so it meets their needs and lands well

Responsibilities

• Design and develop interactive training that helps CSMs do their real jobs better - built around hands-on practice, with AI integrated into the workflow.
• Build both on-demand and train-the-trainer options so the training scales beyond what any small team can deliver live
• Create and maintain practical resources - job aids, task- and tool-specific guides - that keep people engaged and learning over time.
• Help define how training gets delivered: what our team designs directly versus what's delivered through regional readiness, onboarding, and product enablement partners. Host or co-host training sessions as needed.
• Drive planning and content development for role-based training, partnering with product and project leads to bring newly released capabilities to life for frontline teams.
• Help shape the standards for training content - quality, consistency, and how it stays current as tools and workflows change
• Plan and present at events, from large global sessions to smaller regional and community calls; build networks of expert practitioners and bring their feedback back to shape what we build.
• Use feedback from the people you're training - surveys, direct input from the field, and how content actually performs - to continually refine and improve what you build.

Job description

Salesforce is seeking an instructional designer to create scalable learning experiences for Customer Success Managers, with hands-on practice and AI integrated into their workflows.

You will build on-demand and train-the-trainer programs, develop job aids and guides, and partner with product teams to bring new capabilities to frontline teams.

Join a fast-paced, matrixed environment where your work directly improves how customers realize value from Salesforce and its AI tools.