Senior Manager, CSM Onboarding & Enablement

The Senior Manager, CSM Onboarding & Enablement defines and leads the global onboarding strategy for Customer Success Managers (CSMs). This role is responsible for building and evolving a scalable onboarding experience that accelerates time-to-productivity, strengthens role readiness, and ensures new CSMs are equipped for long-term success.

As part of the Enablement organization, this leader partners closely with Customer Success leadership, Business Partners, Global Learning, and cross-functional stakeholders to align onboarding with business priorities, drive continuous improvement, and measure business impact. Key ResponsibilitiesOnboarding Strategy & Program Leadership

• Define and own the global CSM Onboarding strategy, roadmap, governance, and execution.
• Establish program priorities, success metrics, and executive reporting.
• Drive continuous improvement using learner feedback, business insights, and performance data.
• Identify opportunities to scale onboarding through standardized processes, reusable assets, and operational excellence.
• Ensure onboarding evolves alongside changes in the business, customer lifecycle, and role expectations.

Learning Experience

• Lead the design of engaging, scalable onboarding experiences using adult learning and instructional design best practices.
• Partner with subject matter experts and business leaders to ensure curriculum reflects current processes, tools, and priorities.
• Oversee development of learning content, facilitator guides, job aids, and supporting resources.
• Measure learning effectiveness and continuously improve learner outcomes.

Delivery & Readiness

• Oversee the successful delivery of onboarding programs across regions.
• Ensure consistent, high-quality instructor-led and virtual learning experiences.
• Coordinate facilitators and subject matter experts to deliver effective onboarding.
• Establish readiness assessments and monitor learner progress throughout onboarding.

Cross-Functional Leadership

• Partner with Enablement leaders, Business Partners, Product Readiness, Global Learning, and Customer Success leadership to align onboarding with organizational priorities.
• Influence stakeholders across multiple organizations to drive alignment, remove obstacles, and improve onboarding effectiveness.
• Represent onboarding strategy and outcomes with senior leadership through regular business reviews and reporting.

Success Measures

• Reduced time-to-productivity for new CSMs
• High onboarding completion and learner engagement
• Improved readiness assessment outcomes
• Strong learner satisfaction scores
• Scalable, repeatable onboarding experiences
• Positive business impact and adoption of role expectations

Required SkillsProgram & Strategic Leadership (Expert)

• Strategic Planning
• Program Leadership
• Program Management
• Executive Communication
• Organizational Change Management
• Business Acumen
• Risk Management
• Decision Making
• Executive Presence

Learning Strategy (Expert)

• Adult Learning Principles
• Instructional Design
• Learning Experience Design
• Curriculum Development
• Learning Needs Analysis
• Learning Measurement
• Learning Technologies

Collaboration & Influence (Advanced)

• Stakeholder Management
• Relationship Building
• Influencing Without Authority
• Communication
• Facilitation
• Coaching
• Cross-Functional Leadership

Operational Excellence (Advanced)

• Process Improvement
• Governance
• Data-Driven Decision Making
• Organization & Prioritization
• Managing Ambiguity
• Continuous Improvement

• 10+ years of experience in Enablement, Learning & Development, Customer Success, Program Management, or a related field.
• Experience defining and scaling global onboarding or role-based enablement programs.
• Proven ability to influence senior leaders and drive cross-functional initiatives.
• Strong facilitation, instructional design, and executive communication skills.
• Experience with enterprise learning and enablement technologies.

Work Location & Schedule Expectations

• This role is aligned to the AMER region and is expected to primarily work AMER business hours.
• Flexibility to periodically support global onboarding sessions outside standard AMER business hours is expected to meet business needs.

Unleash Your Potential

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