Customer Success Learning Specialist

Clio•Vancouver, BC

7d•CA$78,200 - CA$105,800•Hybrid

About The Position

Clio is seeking a Customer Success Enablement Specialist to join their Revenue Enablement team. This role is responsible for equipping the sales and customer success organizations with the necessary knowledge, skills, tools, and processes to drive revenue growth and deliver exceptional client experiences. The team designs and delivers onboarding and ongoing programs, operates a center of excellence, and collaborates with various departments to ensure successful product launches and field execution. The ideal candidate is a proactive enablement professional who understands the customer lifecycle and can translate product information into effective customer conversations.

Requirements

2+ years of experience in customer success, CS enablement, or a related learning and development role.
Experience designing and delivering training for customer-facing teams.
Familiarity with customer success motions such as onboarding, adoption, expansion, and retention.
Knowledge of instructional design principles and adult learning theory.
Strong facilitation and presentation skills with the ability to communicate clearly across all levels of the organization.
Comfort with tools such as Gong, Seismic, Seismic Learning, and Salesforce.
Ability to analyze engagement and performance data to drive program improvements.
Strong project management skills with the ability to move multiple workstreams forward simultaneously.

Nice To Haves

Experience in a SaaS or technology company.
Experience enabling expansion, cross-sell, or multi-product attach motions.
Proficiency with generative AI tools (Claude, ChatGPT, or similar) for content development and ideation.
Relevant customer success or enablement certifications.
Experience partnering with Marketing and Product Marketing on content and proof points.

Responsibilities

Build and deliver customer success enablement programs across the lifecycle, covering onboarding, product launches, adoption, expansion, and retention motions.
Translate launch playbooks into CS-specific talk tracks for upsell, cross-sell, and multi-product attach.
Partner with CS Onboarding to sequence the living segment playbook into a 30-60-90 day ramp for new CSMs.
Design and maintain certification content for CS, including role-play scenarios grounded in real expansion and retention conversations.
Run a weekly Gong review rhythm on CS calls to surface coaching themes, objection patterns, and content gaps.
Coach CSM managers on reinforcing trained behaviors so enablement lands in the field, not just in the session.
Deliver a monthly CS enablement health report covering what is working, what is not, and the top unmet needs.
Track program impact against customer success outcomes such as expansion ARR, multi-product attach, retention, and ramp time.
Use generative AI tools to accelerate content creation, role-play design, and iteration.
Partner with Marketing, Product Marketing, and Legal experts to keep CS proof points current and credible.
Other duties as required.