Hybrid Manager – Customer Training and Enablement

at PrePass

• Job title: Manager – Customer Training and Enablement
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Phoenix, United States

About the role

• Manager of Customer Training and Enablement at PrePass responsible for driving customer education initiatives. Building a training ecosystem to enhance onboarding and product adoption across various customer segments.

Responsibilities

• **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.