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 Responsibilities

Onboarding 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 Skills

Program & 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

Preferred Qualifications

• 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.