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Salary: USD 90,000 - 100,000 / annual
Human Interest is a high-growth fintech company on a mission to make retirement benefits accessible to small and medium-sized businesses across the United States. Backed by major investors including BlackRock, SoftBank, and TPG, the company has raised approximately $500 million to date and is scaling rapidly.
As Senior Trainer for Customer Success Operations, you will design and deliver high-impact training programs that empower the Customer Success organization. Reporting to the Sr. Manager of CSO Revenue Enablement, you'll be a hands-on practitioner and thought leader responsible for creating meaningful, scalable learning experiences.
Key responsibilities include:
**Training & Facilitation**: Lead dynamic instructor-led onboarding, upskilling, and continuing education courses for Customer Success Support Associates and Client Relationship Managers. You'll maintain deep working knowledge across multiple functional areas and deliver training that integrates complex processes. You'll also elevate advanced learners by addressing outcomes requiring significant prerequisite skills and leverage adult learning theory to ensure all participants have opportunities to grow.
**Impact Measurement & Continuous Improvement**: Evaluate trainee performance and provide actionable feedback to managers. You'll independently drive creation of innovative training processes and materials in collaboration with subject matter experts, and proactively review and refine content at regular intervals to ensure accuracy and currency across instructor-led and e-learning materials.
**Team Success & Values**: Prioritize collective success by aligning individual contributions with team objectives. Execute all tasks with meticulous attention to detail, consistently achieving 80% or higher in formal trainer performance observations. Foster seamless collaboration with enablement team members and champion organizational directives.
**Strategic Partnership**: Serve as an ambassador for Human Interest and Enablement, warmly welcoming new team members and ensuring successful onboarding. Partner strategically with operational leadership to review training needs, identify knowledge gaps, and develop comprehensive plans with data-driven insights.
You'll cement the training culture by demonstrating the value of training beyond the classroom, deliver top-tier programs that deeply engage learners, and strategically increase efficiency by identifying process improvements.
**Requirements:**
- BA degree or equivalent practical experience
- 5+ years of proven experience in teaching, training, or closely related field
- Clear understanding of SaaS business motions and entire customer lifecycle
- Proven customer management skills, especially with large and complex accounts
- Proven track record of meeting and exceeding team objectives with measurable results
- Exceptional written and spoken communication skills
- Strong ability to develop working relationships at all management levels
- Top-notch organizational and analytical skills with ability to use data to inform decisions
- Comfort with rapid change and willingness to take calculated risks (startup/SaaS background preferred)
- Experience with Salesforce, Docebo, Google Drive, and other LMS systems (preferred)
