The Customer Success Enablement Specialist will play a pivotal role in supporting Podium’s Customer Success team through the development, delivery, and optimization of training, resources, and processes that enable our Customer Success Managers (CSMs) to deliver exceptional service. This role requires a mix of strong instructional skills, organizational expertise, and a passion for customer success. The Specialist will work closely with the Customer Success leadership team to ensure the CSM team is equipped with the tools, knowledge, and resources they need to deliver results, drive retention, and create outstanding customer experiences.

Key Responsibilities:

• Training & Onboarding:
• Develop and facilitate a comprehensive onboarding program for new CSMs, ensuring they are equipped with the knowledge and skills needed to excel in their roles.
• Conduct regular training sessions on key Customer Success topics such as product knowledge, customer engagement, best practices, and soft skills (e.g., communication, problem-solving, relationship-building).
• Provide ongoing coaching and support to new hires, helping them transition smoothly into their roles and ensuring they meet performance expectations.
• Create customized learning paths for different experience levels within the CSM team, ensuring training materials are relevant, engaging, and aligned with team goals.
• Enablement Content Development:
• Develop, update, and maintain a comprehensive library of enablement materials (e.g., training guides, playbooks, job aids, knowledge bases) for the Customer Success team.
• Work with leadership and subject matter experts to ensure training content is aligned with Podium’s product offerings, service standards, and customer engagement best practices.
• Tailor training materials and resources to reflect the evolving needs of the Customer Success team as well as product changes and updates.
• Process Optimization & Best Practices:
• Collaborate with Customer Success leadership to identify areas for process improvement that can enhance team productivity, customer satisfaction, and overall success.
• Help embed best practices into the team's workflow by facilitating ongoing learning, adoption, and knowledge sharing.
• Track and measure the effectiveness of training programs and content, using feedback and analytics to continuously improve training materials and delivery methods.
• Tools & Technology Support:
• Provide expertise and guidance on tools and platforms used by the Customer Success team (e.g., CRM, customer communication software, knowledge management systems).
• Support the rollout and adoption of new tools and technologies, ensuring the CSM team can leverage them effectively to improve customer outcomes.
• Act as a resource for troubleshooting and optimizing the use of these tools in day-to-day operations.
• Cross-Functional Collaboration:
• Work closely with the Product, Sales, and Marketing teams to ensure the Customer Success team is well-informed about product updates, customer-facing initiatives, and evolving best practices.
• Collaborate with internal teams to ensure alignment on customer success strategies, messaging, and performance goals.
• Continuous Improvement & Reporting:
• Collect feedback from CSMs to identify gaps in training, resources, and tools, ensuring the team has what it needs to succeed.
• Track key metrics and KPIs related to the success of training programs and provide regular reports to leadership.
• Stay current with industry trends and best practices in customer success enablement, continuously applying new insights to Podium’s training programs.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field (or equivalent work experience).
• 2+ years of experience in customer success, training, enablement, or a similar role in a SaaS or tech environment.
• Experience developing and delivering training programs for teams, preferably with a focus on Customer Success.
• Strong communication, presentation, and facilitation skills with the ability to engage a variety of audiences.
• Familiarity with Customer Success and training tools (e.g., Salesforce, Workramp, Solidroad, etc.) and an understanding of customer success metrics and KPIs.
• Ability to adapt training materials to various learning styles and levels of experience.
• Strong organizational skills, with the ability to manage multiple projects and priorities simultaneously.

Preferred Skills & Experience:

• Experience with Podium’s platform or similar customer engagement software.
• Instructional design experience, with a focus on creating effective and engaging learning experiences.
• Proven track record of successfully training and onboarding new hires in a fast-paced environment.
• Experience working in a high-growth, dynamic company where agility and flexibility are key to success.

COMPENSATION:

• $65,000/yearly.

BENEFITS:

• Open and transparent culture
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Fertility Benefits
• Generous vacation time, plus three 4-day summer holiday weekends
• Excellent medical, dental, and vision benefits
• 401k Plan with competitive company matching
• Bi-annual swag drops with cool Podium gear and apparel
• A stellar HQ (Utah) gym with local professional coaches and classes offered
• Onsite HQ (Utah) child care center, subsidized for employees
• Additional benefits for fully remote employees

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status