PrePass

Manager – Customer Training and Enablement

PrePass

full-time

Posted on:

Location Type: Hybrid

Location: Phoenix • Arizona • United States

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About the role

  • **Essential Responsibilities**
  • **Customer Training Strategy & Program Ownership**
  • - Define and execute a scalable customer education strategy aligned to customer lifecycle stages.
  • - Establish clear learning objectives, success metrics, and feedback loops to continuously improve training effectiveness.
  • - Ensure training programs support customer adoption, retention, and reduced support dependency.
  • **Learning Management System (LMS) Development**
  • - Partner with HR to implement new customer‑facing LMS platform.
  • - Own and manage the customer‑facing LMS to house all training content and learning paths.
  • - Design structured learning journeys tailored to different customer segments and use cases.
  • - Maintain governance, organization, and ongoing optimization of LMS content.
  • **Training Content & Help Center Development**
  • - Lead and partner with Marketing on the creation and ongoing evolution of customer training materials, including videos, guides, documentation, and self‑service resources.
  • - Own the curation and maintenance of a customer help center that is intuitive, searchable, and aligned with product capabilities.
  • - Partner with internal teams to keep content current as products and features evolve.
  • **Webinars & Live Enablement**
  • - Plan and host recurring customer training webinars and one‑to‑many enablement sessions.
  • - Develop presentation materials, agendas, and training flows to support onboarding and ongoing education.
  • - Support internal presenters and subject matter experts as needed.
  • **People Leadership**
  • - Manage and develop a Customer Training Specialist, providing direction, coaching, and performance feedback.
  • - Define clear roles, workflows, and quality standards for training delivery.
  • - Support team growth as customer education needs scale.
  • **Cross‑Functional Collaboration**
  • - Collaborate with Customer Success and Implementation teams to integrate training into onboarding and post‑launch workflows.
  • - Partner with Support to identify knowledge gaps and reduce recurring customer issues through proactive education.
  • - Work with Product and Marketing to align training content with releases, messaging, and customer needs.

Requirements

  • **Qualifications **
  • - Bachelor’s degree or equivalent experience.
  • - 5+ years of experience in customer education, enablement, training, or related roles within a SaaS or technology environment.
  • - Experience building or administering customer‑facing LMS platforms.
  • - Strong instructional design, content creation, and presentation skills.
  • - Proven ability to manage multiple initiatives and prioritize effectively.
  • - Excellent written and verbal communication skills.
  • **Bonus Points For *****(Optional)***
  • - Experience supporting customer education across SMB, mid‑market, and enterprise segments.
  • - Familiarity with AI video creation tools, knowledge base platforms, or webinar technologies.
  • - Background in customer success, onboarding, or implementation functions.
  • - Experience defining and tracking adoption or enablement metrics.
  • **Desired Characteristics**
  • - Strategic and systems‑oriented thinker who can build from the ground up.
  • - Customer‑centric mindset with a passion for education and enablement.
  • - Comfortable operating in ambiguity and driving structure where needed.
  • - Strong collaborator who can influence across teams.
  • - High ownership, accountability, and bias toward action.
Benefits
  • **How We Will Take Care of You**
  • - Robust benefit package that includes medical, dental, and vision that start on date of hire.
  • - Paid Time Off, to include vacation, sick, holidays, and floating holidays.
  • - Paid parental leave.
  • - 401(k) plan with employer match.
  • - Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
  • - Tuition Reimbursement Program.
  • - Voluntary benefits, to include, but not limited to Legal and Pet Discounts.
  • - Employee Assistance Program (available at no cost to you).
  • - Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
  • - Community Give-Back initiatives.
  • - Culture that focuses on employee development initiatives.
  • - Company-wide bonus and commission plans.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer educationtraining program developmentlearning management system (LMS)instructional designcontent creationpresentation skillsadoption metricsenablement metricswebinar technologiescustomer success
Soft Skills
people leadershipcollaborationstrategic thinkingcustomer-centric mindsetcommunication skillsprioritizationcoachinginfluenceownershipaccountability