Job Description Summary:This role is responsible for designing and executing a scalable internal learning and development strategy for the Customer Success organization, including new hire onboarding, ongoing enablement, quality auditing, and retraining programs. The leader will also oversee internal meetings and communication coordination to ensure alignment, consistency, and operational effectiveness across CS functions.
Role & Responsibilities- Develop and lead the end-to-end Customer Success enablement strategy (new hire onboarding and ongoing learning) (30%):
- Design standardized onboarding programs across all CS functions.
- Build continuous learning frameworks aligned to product, process, and role evolution.
- Partner with functional leaders to identify skill gaps and training priorities.
- Oversee quality assurance, auditing, and retraining programs (20%):
- Establish quality standards across CS functions.
- Implement audit frameworks to assess performance and adherence to best practices.
- Drive targeted retraining initiatives based on audit findings and performance data.
- Lead internal communication and meeting coordination for CS organization (15%):
- Own planning and execution of CS town halls, all-hands, and leadership meetings.
- Ensure consistent messaging, agenda alignment, and follow-up actions.
- Partner with leadership to align communications with strategic priorities.
- Drive change management and enablement for product releases, process changes, and organizational initiatives (10%):
- Collaborate with Product, Operations, Transformation, and functional leaders to support organizational readiness.
- Develop change management strategies, communication plans, and learning approaches to drive adoption.
- Ensure readiness plans are in place across all CS functions.
- Deliver scalable training, reinforcement, and adoption strategies to support behavior change and operational consistency.
- Establish and track enablement effectiveness metrics (10%):
- Define KPIs (e.g., time to proficiency, quality scores, productivity improvements).
- Monitor outcomes and continuously refine programs.
- Provide reporting and insights to CS leadership.
- Lead and develop a high-performing enablement and quality team (10%):
- Manage team responsible for training, quality, and internal coordination.
- Build scalable processes and career development pathways.
- Drive accountability and performance management.
- Partner cross-functionally to align enablement with broader business initiatives (5%):
- Collaborate with CS Operations, Transformation, Product, and HR.
- Ensure alignment with organizational priorities and growth strategy.
Skills & Requirements- Bachelor's Degree - Business, Education, Organizational Development, or related field.
- 8-12+ years of experience in Learning & Development, Enablement, or Customer Success Operations.
- Experience supporting scaled SaaS or services organizations.
- Proven experience building onboarding and continuous learning programs.
- Experience with quality assurance, auditing, or performance improvement programs.
- Experience leading teams and managing cross-functional initiatives.
- Strong instructional design and enablement strategy expertise.
- Understanding of change management and adult learning principles to support the successful adoption of new processes and workflows.
- Ability to scale programs across diverse teams and geographies.
- Data-driven mindset with experience in defining and tracking KPIs.
- Strong executive communication and facilitation skills.
- Ability to influence without direct authority.
- Program management and organizational leadership preferred.
ModMed Benefits Highlight: At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
United States- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address ([redacted]). Please check senders' email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.
