Customer Enablement Specialist

Summary

Join Appspace, a company passionate about creating better work experiences, as a Customer Enablement Specialist. You will empower customers by developing and managing engaging learning experiences, creating educational resources, and designing learning journeys. Collaborate with cross-functional teams to ensure customers and internal teams maximize platform value. Leveraging instructional design expertise and LMS platforms, you will deliver impactful onboarding and training solutions. This role is part of the Implementation and Learning team, reporting to the Director of Platform Implementation and Proficiency. The position requires a Bachelor's degree and 3+ years of relevant experience.

Requirements

• Bachelor’s degree in Instructional Design, Education, or a related field
• 3+ years of experience in customer enablement, instructional design, customer success, or a related role in a SaaS environment
• Experience creating learning content such as guides, walkthroughs, and tooltips
• Ability to write clear, concise, and visually appealing guides, playbooks, and e-learning content
• Experience in adult learning principles and developing resources for customer onboarding and training
• Ability to analyze data and feedback to refine and improve educational content
• Strong organizational and time management skills to handle multiple initiatives simultaneously
• Proven ability to create learning journeys, certification programs, and self-paced learning modules
• Strong collaboration skills, with a track record of working cross-functionally to achieve shared goals

Responsibilities

• Develop user-friendly guides, playbooks, FAQs, and scalable learning paths that enhance the customer’s ability to self-serve
• Apply instructional design principles to create resources that support smooth customer onboarding and long-term success
• Collaborate with Customer Success teams to assist in building and publishing of end-to-end learning journeys in Gainsight CE environments to drive platform adoption and customer engagement
• Contribute to in-app guides, walkthroughs, tooltips, and notifications in Gainsight PX to enable self-guided onboarding, enhance the user experience and improve feature adoption
• Work crossfunctionally within the Delivery Organisation, including Product Communications and Workplace Experience teams, partner with Customer Success Operations and Self-Service teams and People & Culture teams to align educational initiatives with customer and employee training goals
• Track content usage and gather feedback to refine learning materials, ensuring they remain relevant and impactful
• Partner with the People & Culture team to design and deliver internal training programs for employees, including onboarding and upskilling initiatives

Preferred Qualifications

• Experience with the Appspace platform
• Experience designing internal training programs
• Knowledge of CRM, LMS and help desk tools
• Familiarity with additional customer success platforms or tools

Benefits

• Competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program
• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment