Customer Success Learning & Development Manager

About the role

As our Customer Success Learning & Development Manager, you'll be responsible for designing and scaling programs that enhance our teams' performance and contribute to our mission of helping people thrive.

Responsibilities

• Design and implement a global L&D strategy aligned with business goals and customer success mission
• Lead and mentor a team of trainers and QA specialists, fostering their growth while driving team excellence
• Build scalable learning frameworks, including certification paths and learning academies
• Analyze QA trends and CSAT feedback to refine training content and provide coaching insights
• Collaborate with Product, Sales, and Ops leaders to identify capability gaps and develop training plans
• Own metrics and report on how initiatives improve team performance, from CSAT to overall efficiency

Requirements

• Proven expertise and experience in Learning & Development, Quality Assurance, or Enablement (preferably in a SaaS or Customer Success environment)
• A "People First" leadership style with a track record of building and scaling global training or QA programs
• Strong analytical skills, using data and reporting to drive continuous improvement and show impact
• Excellent communication and facilitation skills, influencing and inspiring teams across different regions
• Technical curiosity with hands-on experience in LMS platforms and QA software
• An adaptable, "Shoot for the Moon" mindset, comfortable in a fast-paced environment

Benefits

• Remote work with flexible schedules
• $50/month home phone/internet reimbursement
• Comprehensive health, dental, and vision coverage with UHC
• Company-paid STD, LTD, and Basic Life Insurance up to $250,000
• FSA/HSA contributions
• Accident/Hospital/Critical Illness voluntary plans
• 401(k) with a 50% match up to 8% of contributions
• PTO - Unlimited for exempt employees, 160 hours/year for non-exempt employees
• 12 holidays observed
• Parental leave of 12 weeks paid
• EAP (Employee Assistance Program)
• Voluntary pet insurance through Fetch
• Financial wellness tools through SoFi and Ladder
• Discounts via PerkSpot

Pay

The salary band for this position is €85,000 per year, plus bonus.

Schedule

Remote work with flexible work schedules.