Inn-Flow

Customer Training and Enablement Manager

Inn-Flow

full-time

Posted on:

Location Type: Hybrid

Location: Raleigh • North Carolina • United States

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About the role

  • Build and lead Inn-Flow’s Customer Training and Enablement function from the ground up
  • Develop and execute a comprehensive enablement strategy that blends live training, digital learning, and in-app education
  • Partner with Product to design and implement a product-led onboarding experience that accelerates customer time to value
  • Lead the implementation and expansion of in-app education using Pendo to drive learning, adoption, and feature discovery
  • Launch, own, and administer a Learning Management System (LMS), serving as the hands-on system owner while building scalable learning architecture
  • Design and build role-based digital learning pathways for customers and internal users
  • Create and deliver one-to-many training programs, including webinars, workshops, and scalable virtual sessions
  • Build customer certification programs that support onboarding, product mastery, and long-term adoption — with an eye toward future internal and partner use
  • Contribute to and evolve Knowledge Base content, while leading the segmentation between self-serve knowledge and formal product documentation
  • Lead the rollout of a new product documentation platform and integrate documentation into a broader digital enablement strategy
  • Partner closely with the Implementation team to train new customers during onboarding and support trainers transitioning from Implementation into dedicated training roles
  • Hire, coach, and develop a team of customer trainers who excel at both customer-facing delivery and scalable content creation
  • Serve as a customer-facing leader, delivering training and enablement directly as programs and teams are being built
  • Drive cross-functional alignment and change management across Product, Engineering, and CX teams
  • Define and track enablement metrics across onboarding outcomes, time to value, adoption, and expansion

Requirements

  • Multiple years of experience leading Customer Training, Enablement, or Education in a SaaS environment
  • Proven experience building and scaling customer enablement programs from the ground up
  • Experience operating as a player-coach, balancing hands-on delivery with team leadership
  • Strong understanding of product-led onboarding, digital enablement, and in-app education strategies
  • Hands-on experience owning and administering an LMS and digital learning platforms
  • Strong customer-facing presence with experience delivering live and virtual training
  • Experience partnering cross-functionally with Product, Engineering, and CX teams
  • Comfort operating in fast-growing, evolving organizations with ambiguity and change
  • Strong program management, communication, and change leadership skills
Benefits
  • Health, dental, and vision insurance
  • Short-Term Disability & Life Insurance
  • 401(k) with a generous employer match
  • Flexible vacation and PTO
  • Paid holidays plus a floating holiday
  • Paid volunteer time
  • Hybrid work schedule with in-office collaboration on Tuesdays and Thursdays in our Raleigh office (remote Mondays, Wednesdays, and Fridays)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer trainingenablement strategyproduct-led onboardingin-app educationLearning Management System (LMS)digital learning pathwaystraining program developmentcustomer certification programsKnowledge Base content managementenablement metrics tracking
Soft Skills
team leadershipcustomer-facing presenceprogram managementcommunicationchange leadershipcross-functional collaborationcoachingscalable content creationadaptabilityproblem-solving