Customer Empowerment And Adoption Strategist

Summary

Join Bridge as the Lead Customer Empowerment & Adoption Strategist and play a pivotal role in shaping how customers experience learning. You will design and implement learning strategies that seamlessly integrate training into daily work responsibilities, developing real-world learning use cases and content tailored to various industries and job roles. Leveraging Bridge's LMS features, you will drive real-life skill application and serve as a client webinar lead speaker and conference presenter. This role requires close collaboration with L&D leaders, HR teams, and frontline managers to ensure training translates into on-the-job application and measurable success. You will map the employee learning journey, analyze customer usage data, and develop strategies to encourage peer-to-peer learning and continuous skill development. Creating engaging training materials and role-based learning paths is also a key responsibility.

Requirements

• 7+ years of experience in customer learning, instructional design, or workforce training strategy
• Expertise in real-world learning application—ensuring training translates into actual job performance improvements
• Experience designing role-based training programs that align with business workflows and employee needs
• Strong ability to translate customer needs into learning experiences that drive real behavior change
• Experience in learning analytics—using data to measure learning effectiveness and optimize adoption strategies
• Exceptional storytelling, facilitation, and communication skills to engage learners at all levels
• Proven ability to build strong relationships, collaborate across teams, and manage global projects with internal and external stakeholders
• Experience with CRMs, such as Salesforce and Gainsight
• Experience with Customer Support tools, such as Zendesk
• Experience with Project Management tools, such as Jira
• Experience with the Google Productivity Suite

Responsibilities

• Design and implement a learning strategy that aligns with how employees actually work in Bridge—integrating training seamlessly into their daily responsibilities. This includes designing learning for a number of formats such as webinars, workshops, live-trainings, etc
• Develop real-world learning use cases and content tailored to different industries, job roles, and workflows
• Use Bridge’s LMS features (such as learning paths, assessments, and manager-driven development tools) to drive real-life skill application
• Serve as a client webinar lead speaker & host, delivering presentations, answering live questions, and contributing to follow-up emails and calls from webinar sessions
• Participate as a conference speaker and booth worker, bringing your knowledge and experience with Bridge to a broader audience, including prospects
• Travel onsite & provide live training for customers, as needed (i.e. paid custom training hours, client professional development days, etc.)
• Join customer calls to assist with product adoption, sharing real-world application of Bridge from a former practitioner perspective
• Assess technical issues and pain points clients are experiencing, offering best practice solutions
• Map the employee learning journey to ensure training supports business goals and real-world skills development
• Analyze customer usage trends, feedback, and behavioral data to identify adoption barriers and create solutions
• Collaborate with Customer Success, Product, and HR leaders to align learning programs with employee performance and career growth
• Develop strategies that encourage peer-to-peer learning, manager reinforcement, and continuous skill development
• Create engaging training materials (interactive courses, video tutorials, real-world case studies, and guided practice sessions) that reflect actual workplace scenarios
• Build role-based learning paths to ensure that employees develop job-specific competencies in a structured, measurable way
• Work with subject matter experts (SMEs) to create industry-specific best practice guides and on-the-job reference materials
• Stay ahead of learning technology trends to incorporate AI-driven learning, adaptive training, and digital coaching

Preferred Qualifications

• 3+ years of experience as a Bridge client Practitioner
• Expertise with Bridge LMS, including learning paths, skills tracking, and performance enablement