Customer Success Trainer - 24427

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Performance Objectives

A Customer Success Trainer develops, plans, coordinates, and delivers training and development programs designed to meet the needs of all customer success-related employees. Reporting directly to the head of GTM Training & Enablement, you will be responsible for the full training lifecycle, including needs analysis, content development, delivery, communication, optimization, and outcome assessment. The goal is to enhance the effectiveness of the Customer Success teams, ensuring they provide exceptional support and proactive solutions to customers.

Performance Objectives

• Align the customer success organization with processes that drive customer satisfaction, product adoption, and retention.
• Partner with Customer Success Leaders to ensure team productivity and consistent service quality.
• Develop an engaging onboarding program for new Customer Success team hires, with a focus on ramping them up quickly to support customer outcomes.
• Create curriculum and certification programs that reinforce best practices in customer engagement, product support, and upselling/cross-selling.
• Ongoing training and certifications for new product releases, customer support techniques, and success strategies tailored to our customer base.
• Develop and maintain the Customer Success Playbook to ensure standardized processes and scalable best practices are in place.
• Manage the overall customer success content library to ensure all information is current, well-organized, and easily accessible to the CS teams.
• Create and curate high-quality internal content such as guides, playbooks, instructional videos, and more to enhance the learning experience for customer success professionals.
• Provide guidance on Customer Success tools and technologies (e.g., Gainsight, Zendesk, etc.) and assist in the optimization of tool usage for improving customer outcomes.
• Assist Customer Success Managers with tracking and reporting on key metrics like customer health scores, renewals, and churn to ensure accurate performance data.

Competitive Candidate Profile 

• Minimum of four years of experience in customer success or related fields, with a strong understanding of customer support, retention, and growth strategies.
• Familiarity with Customer Success methodologies (e.g., Customer Success Qualified Leads (CSQLs), health scores, renewal strategies) and the ability to drive customer outcomes through training.
• Experience with Customer Success platforms.
• Proven ability to design and deliver customer-facing training programs that improve team performance and customer satisfaction.
• Excellent communication (written/verbal) and facilitation skills, with experience in delivering training sessions both in person and virtually.
• Strong interpersonal skills and the ability to build cross-functional relationships with Product, Sales, and Customer Success teams.
• Exceptional organizational skills, capable of managing multiple projects and competing deadlines with attention to detail.
• Instructional design experience is a bonus, including the creation of multimedia content (audio, video, visual aids).
• Experience in churn reduction strategies, product adoption metrics, and customer onboarding processes.
• Sense of ownership, urgency, and the ability to take projects from concept to implementation.