Director, CS Enablement – Learning

Role Overview

• 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.

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.

Benefits

• 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.