Salesforce

Senior Manager, CSM Onboarding & Enablement (Internal Only)

Salesforce$110K — $130K *
Education, Government & Non-Profit
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years in Enablement, Learning & Development, or related fields.
  • Experience in scaling global onboarding programs.
  • Ability to influence senior leaders and lead initiatives.
  • Strong skills in facilitation and instructional design.
  • Proficient in enterprise learning technologies.

Responsibilities

  • Define and lead the global CSM onboarding strategy.
  • Establish priorities, success metrics, and reporting for onboarding programs.
  • Drive improvements based on learner feedback and performance data.
  • Identify opportunities for standardization and operational excellence in onboarding.
  • Measure learning effectiveness and enhance learner outcomes.

Benefits

  • Collaborative work culture with cross-functional partnerships.
  • Opportunities for continuous learning and professional growth.
  • Impactful role with the ability to influence senior leadership decisions.
  • Flexibility in work schedule to accommodate global operations.
Full Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Program & Project Management

Job Details

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.

About Salesforce

ExactTarget is a provider of on-demand email marketing software solutions. Their suite of on-demand one-to-one marketing applications enables clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. They offer four editions of their on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for [Microsoft](/organization/Microsoft) Dynamics CRM.

Salesforce Careers

Joining Salesforce means becoming part of a dynamic, global team of professionals who are deeply committed to driving customer success and innovation. As the world's leading Customer Relationship Management (CRM) platform, Salesforce offers unparalleled job opportunities in technology and consulting, making it an ideal place for ambitious individuals looking to make a significant impact.

Work You'll Do

At Salesforce, every position is a chance to leverage your skills and creativity to transform businesses and industries. Our diverse team of experts collaborates to deliver cutting-edge solutions that foster growth and enhance leadership capabilities. By joining our team, you'll be at the forefront of digital innovation, using Salesforce's powerful platform to help clients navigate their transformation journeys.

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Industry
Net Income
$4 billion
Founded
2000
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