Hybrid Customer Training and Enablement Manager

at Inn-Flow

• Job title: Customer Training and Enablement Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Raleigh, United States

About the role

• Customer Training and Enablement Manager leading training and enablement function at Inn-Flow, a hotel software company. Establishing comprehensive strategy and team to improve customer education.

Responsibilities

• 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)