Customer Success Learning Specialist
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Key skills for this role
About the Role
Clio is seeking a Customer Success Enablement Specialist to join the Revenue Enablement team, designing and delivering training programs for customer success teams. The role involves building enablement programs across the customer lifecycle, coaching CSMs, and tracking program impact.
Key Skills for This Role
Responsibilities
- Build and deliver customer success enablement programs across the lifecycle, covering onboarding, product launches, adoption, expansion, and retention motions
- Translate launch playbooks into CS specific talk tracks for upsell, cross sell, and multi product attach
- Partner with CS Onboarding to sequence the living segment playbook into a 30 60 90 day ramp for new CSMs
- Design and maintain certification content for CS, including role play scenarios grounded in real expansion and retention conversations
- Run a weekly Gong review rhythm on CS calls to surface coaching themes, objection patterns, and content gaps
- Coach CSM managers on reinforcing trained behaviors so enablement lands in the field
- Deliver a monthly CS enablement health report covering what is working, what is not, and top unmet needs
- Track program impact against customer success outcomes such as expansion ARR, multi product attach, retention, and ramp time
- Use generative AI tools to accelerate content creation, role play design, and iteration
- Partner with Marketing, Product Marketing, and Legal experts to keep CS proof points current and credible
Requirements
- 2+ years of experience in customer success, CS enablement, or a related learning and development role
- Experience designing and delivering training for customer facing teams
- Familiarity with customer success motions such as onboarding, adoption, expansion, and retention
- Knowledge of instructional design principles and adult learning theory
- Strong facilitation and presentation skills
- Comfort with tools such as Gong, LetterAI, and Salesforce
- Ability to analyze engagement and performance data to drive program improvements
- Strong project management skills
Full Job Posting
Summary
- We are currently seeking a Customer Success Enablement Specialist to join our Revenue Enablement team in Toronto, Vancouver, or Calgary.
What Your Team Does
- The Revenue Enablement team at Clio equips our sales and customer success organizations with the knowledge, skills, tools, and processes they need to drive revenue growth and deliver exceptional client experiences.
What you’ll work on
- Build and deliver customer success enablement programs across the lifecycle, covering onboarding, product launches, adoption, expansion, and retention motions.
- Translate launch playbooks into CS specific talk tracks for upsell, cross sell, and multi product attach.
- Partner with CS Onboarding to sequence the living segment playbook into a 30 60 90 day ramp for new CSMs.
- Design and maintain certification content for CS, including role play scenarios grounded in real expansion and retention conversations.
- Run a weekly Gong review rhythm on CS calls to surface coaching themes, objection patterns, and content gaps.
- Coach CSM managers on reinforcing trained behaviors so enablement lands in the field, not just in the session.
- Deliver a monthly CS enablement health report covering what is working, what is not, and the top unmet needs.
- Track program impact against customer success outcomes such as expansion ARR, multi product attach, retention, and ramp time.
- Use generative AI tools to accelerate content creation, role play design, and iteration.
- Partner with Marketing, Product Marketing, and Legal experts to keep CS proof points current and credible.
What you may have
- 2+ years of experience in customer success, CS enablement, or a related learning and development role.
- Experience designing and delivering training for customer facing teams.
- Familiarity with customer success motions such as onboarding, adoption, expansion, and retention.
- Knowledge of instructional design principles and adult learning theory.
- Strong facilitation and presentation skills with the ability to communicate clearly across all levels of the organization.
- Comfort with tools such as Gong, LetterAI, and Salesforce.
- Ability to analyze engagement and performance data to drive program improvements.
- Strong project management skills with the ability to move multiple workstreams forward simultaneously.
Serious bonus points if you have
- Experience in a SaaS or technology company.
- Experience enabling expansion, cross sell, or multi product attach motions.
- Proficiency with generative AI tools (Claude, ChatGPT, or similar) for content development and ideation.
- Relevant customer success or enablement certifications.
- Experience partnering with Marketing and Product Marketing on content and proof points.
What you will find here
- Competitive, equitable salary with top tier health benefits, dental, and vision insurance.
- Hybrid work environment, with expectation for local Clions to be in office min. twice per week.
- Flexible time off policy, with an encouraged 20 days off per year.
- CAD 2000 annual counseling benefit.
- RRSP matching and RESP contribution.
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.
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