- Build and deliver enablement for the CS Launch Team across the implementation and go-live journey, from kickoff through handoff to ongoing success
- Own measurable launch outcomes such as time to value, time to first value, launch cycle time, and successful go-live rates
- Partner with CS Onboarding to sequence a 30-60-90 day ramp for new launch and implementation team members
- Translate product launch playbooks into implementation-ready guidance, configuration talk tracks, and customer-facing best practices
- Design and maintain certification and role-play content grounded in real implementation and go-live conversations
- Run a regular Gong review rhythm on launch calls to surface coaching themes, friction points, and content gaps
- Coach Launch Team leads on reinforcing trained behaviors in real customer engagements
- Deliver a monthly launch enablement health report covering what is working, what is not, and the top unmet needs
- Use generative AI tools to accelerate content creation, role-play design, and iteration
- Partner with Product, Product Marketing, and the Product Launch and Systems function so launch content stays current with the roadmap
- Report to the Senior Manager, Customer Success Enablement
- Perform other duties as required

Requirements

- 3+ years of experience in customer success, implementation or onboarding, CS enablement, or a related learning and development role
- Experience designing and delivering training for customer-facing implementation or launch teams
- Familiarity with implementation, onboarding, and go-live motions and the metrics that drive them
- Knowledge of instructional design principles and adult learning theory




- Strong facilitation and presentation skills across all levels of the organization
- Comfort with tools such as Gong and Salesforce
- Ability to analyze engagement and performance data to drive program improvements
- Robust project management skills across multiple concurrent workstreams
- Experience in a SaaS or technology company
- Experience enabling implementation, onboarding, or time-to-value improvement
- Proficiency with generative AI tools (Claude, ChatGPT, or similar) for content development and ideation
- Experience in legal tech or a comparable regulated industry
- Relevant customer success or enablement certifications

Core Competencies

Demonstrates expertise in customer success enablement, focusing on designing and delivering training for implementation and launch teams. Proficient in analyzing performance data and utilizing generative AI tools to enhance content development and training effectiveness.

Highest-signal resume keywords

- Customer Success Enablement
- Training Design and Delivery
- Project Management
- Generative AI Tools Proficiency
- Instructional Design Principles

ATS Optimization Keywords

Hard Skills

- Implementation
- Onboarding
- Go-Live Metrics
- Performance Data Analysis
- Facilitation Skills
- Presentation Skills
- Content Development
- Time-to-Value Improvement
- Training for Customer-Facing Teams
- Adult Learning Theory

Soft Skills

- Coaching
- Collaboration
- Communication

Certifications & Qualifications

- Customer Success Certifications
- Enablement Certifications

Industry Keywords

- SaaS
- Legal Tech
- Regulated Industry

Tools & Technologies

- Gong
- Salesforce

📌 Senior Customer Success, Revenue Enablement (Toronto)
🏢 Jobtailor
📍 Toronto