Customer Success Learning & Development Manager

Role Overview

As the Customer Success Learning & Development (L&D) Manager, you will design and scale programs that build a high-performing, customer-centric culture across the Customer Success organization. The role blends creative learning program design with data-driven QA and continuous improvement.

Responsibilities

• Design and implement a global L&D strategy aligned with business goals and the Customer Success mission.
• Lead and mentor a team of trainers and QA specialists to drive excellence and team growth.
• Create scalable learning frameworks, including certification paths and learning academies.
• Use QA trends and CSAT feedback to refine training content and provide targeted coaching insights to leadership.
• Collaborate with Product, Sales, and Ops leaders to identify capability gaps and translate them into training plans.
• Own metrics and reporting to demonstrate impact on team performance (e.g., CSAT and efficiency).

Requirements

• Proven deep expertise in Learning & Development, Quality Assurance, or Enablement (preferably in SaaS or Customer Success).
• A people-first leadership style with a track record building and scaling global training or QA programs.
• Strong analytical skills to drive continuous improvement using data and reporting.
• Excellent communication and facilitation skills across multiple regions.
• Hands-on experience leveraging LMS platforms and QA software.
• Adaptable, fast-paced mindset with a willingness to handle ambiguity and obstacles.

Benefits (Summary)

• Remote work with flexible schedules (remote-first; must be based in the advertised country/region).
• $50/month home phone/internet reimbursement.
• Comprehensive health coverage via UHC, plus income protection and life insurance.
• 401k match, generous PTO, paid parental leave, and an EAP.
• Wellness and financial tools through SoFi and Ladd.