Enablement Specialist, Customer Success

At Podium, our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

The Customer Success Enablement Specialist will play a pivotal role in supporting Podium’s Customer Success team through the development, delivery, and optimization of training, resources, and processes that enable our Customer Success Managers (CSMs) to deliver exceptional service. This role requires a mix of strong instructional skills, organizational expertise, and a passion for customer success. The Specialist will work closely with the Customer Success leadership team to ensure the CSM team is equipped with the tools, knowledge, and resources they need to deliver results, drive retention, and create outstanding customer experiences.

Key Responsibilities:

• Training & Onboarding:
• Develop and facilitate a comprehensive onboarding program for new CSMs, ensuring they are equipped with the knowledge and skills needed to excel in their roles.
• Conduct regular training sessions on key Customer Success topics such as product knowledge, customer engagement, best practices, and soft skills (e.g., communication, problem-solving, relationship-building).
• Provide ongoing coaching and support to new hires, helping them transition smoothly into their roles and ensuring they meet performance expectations.
• Create customized learning paths for different experience levels within the CSM team, ensuring training materials are relevant, engaging, and aligned with team goals.
• Enablement Content Development:
• Develop, update, and maintain a comprehensive library of enablement materials (e.g., training guides, playbooks, job aids, knowledge bases) for the Customer Success team.
• Work with leadership and subject matter experts to ensure training content is aligned with Podium’s product offerings, service standards, and customer engagement best practices.
• Tailor training materials and resources to reflect the evolving needs of the Customer Success team as well as product changes and updates.
• Process Optimization & Best Practices:
• Collaborate with Customer Success leadership to identify areas for process improvement that can enhance team productivity, customer satisfaction, and overall success.
• Help embed best practices into the team's workflow by facilitating ongoing learning, adoption, and knowledge sharing.
• Track and measure the effectiveness of training programs and content, using feedback and analytics to continuously improve training materials and delivery methods.
• Tools & Technology Support:
• Provide expertise and guidance on tools and platforms used by the Customer Success team (e.g., CRM, customer communication software, knowledge management systems).
• Support the rollout and adoption of new tools and technologies, ensuring the CSM team can leverage them effectively to improve customer outcomes.
• Act as a resource for troubleshooting and optimizing the use of these tools in day-to-day operations.
• Cross-Functional Collaboration:
• Work closely with the Product, Sales, and Marketing teams to ensure the Customer Success team is well-informed about product updates, customer-facing initiatives, and evolving best practices.
• Collaborate with internal teams to ensure alignment on customer success strategies, messaging, and performance goals.
• Continuous Improvement & Reporting:
• Collect feedback from CSMs to identify gaps in training, resources, and tools, ensuring the team has what it needs to succeed.
• Track key metrics and KPIs related to the success of training programs and provide regular reports to leadership.
• Stay current with industry trends and best practices in customer success enablement, continuously applying new insights to Podium’s training progr