Customer Enablement & Implementation Manager

RedTeam Software

25d•Remote

About The Position

At RedTeam, we serve commercial general contractors who need practical, no-nonsense tools to run their business. As we grow, we’re rethinking how customers get onboarded and enabled—moving away from time-intensive, trainer-led implementations toward a scalable, system-driven experience. We’re hiring someone to lead our Implementation team while rebuilding our onboarding and enablement model from the ground up, using technology, AI, and process design to create a more efficient, modern customer experience. This is not a traditional enablement role. This role is responsible for reducing reliance on live training, not scaling it.

Requirements

5–10+ years in SaaS, ideally in onboarding, customer success operations, enablement, or product-led growth
Experience managing a team, preferably in implementation, onboarding, or customer success
Proven track record of improving onboarding efficiency or scaling delivery models
Strong systems thinker—you naturally look to replace manual work with automation
Comfortable leveraging AI tools and emerging technologies to improve workflows
Experience creating customer-facing training content (video, LMS, guides), with a focus on scalability
Data-driven mindset with the ability to measure and improve outcomes
Builder mentality—you create structure where it doesn’t exist
Strong cross-functional collaborator who can influence without direct authority

Nice To Haves

Experience with LMS platforms (Skilljar preferred)
Experience with in-product onboarding tools

Responsibilities

Redesign the Onboarding Model (Primary Focus): Replace long-form, live training with a scalable onboarding system. Transition from trainer-led onboarding to a model driven by self-guided LMS learning, AI-assisted support, and structured milestone-based implementation. Define a clear 30-60-90 day onboarding journey with measurable outcomes. Establish clear criteria for “Implementation complete” and readiness for Customer Success handoff. Reduce time-to-value and overall implementation effort per customer.
Lead & Evolve the Implementation Team: Manage and develop the Implementation team, setting clear expectations, accountability, and performance standards. Transition the team from a training-heavy delivery model to a system-supported, efficiency-focused approach. Redefine the role of an implementer from “trainer” to advisor and onboarding guide. Ensure consistent execution of the onboarding process across all customers. Monitor team performance against key metrics such as implementation hours per customer, time to go-live, and customer readiness at handoff. Coach the team to leverage LMS, content, and AI tools effectively—reducing reliance on repetitive live sessions. Identify gaps in skills or performance and address them through coaching, process improvements, or hiring.
Build a Scalable Enablement Engine: Own and evolve Skilljar (or similar LMS) as the primary onboarding vehicle. Develop structured, role-based learning paths (PMs, accounting, field teams, etc.). Implement certification-style onboarding programs that customers complete prior to live sessions. Ensure enablement is tied to actual product usage and outcomes, not just content completion.
Create Training Content That Replaces Live Training: Design and produce onboarding content (videos, walkthroughs, guides) that eliminates the need for repetitive live training—not supplements it. Build content aligned to real workflows and day-to-day use cases, not just feature education. Leverage AI tools to accelerate content creation, maintenance, and personalization. Continuously refine content based on product usage data, support trends, and common onboarding friction points.
Leverage AI & Automation: Identify and implement AI-driven solutions to guide users through onboarding, answer common questions, and personalize the learning experience. Reduce reliance on human intervention through knowledge systems, in-product guidance, and automated workflows. Continuously evaluate new tools and approaches to improve scalability and efficiency.
Optimize for Efficiency & Outcomes: Define and track key metrics: Time to go-live, Implementation hours per customer, Training completion vs. product adoption. Continuously improve onboarding based on data and feedback. Ensure a smooth, consistent transition from onboarding to Customer Success.
Cross-Functional Partnership: Partner with Product to improve in-product onboarding and usability. Align with Customer Success on adoption, outcomes, and handoff processes. Support Sales with scalable, repeatable enablement resources where needed.