Senior Manager, CSM Onboarding & Enablement (Internal Only)

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Job Category Program & Project Management

Job Details

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The Senior Manager, CSM Onboarding & Enablement defines and leads the global onboarding strategy for Customer Success Managers (CSMs). This role is responsible for building and evolving a scalable onboarding experience that accelerates time-to-productivity, strengthens role readiness, and ensures new CSMs are equipped for long-term success.

As part of the Enablement organization, this leader partners closely with Customer Success leadership, Business Partners, Global Learning, and cross-functional stakeholders to align onboarding with business priorities, drive continuous improvement, and measure business impact.

Key Responsibilities

Onboarding Strategy & Program Leadership

• Define and own the global CSM Onboarding strategy, roadmap, governance, and execution.

• Establish program priorities, success metrics, and executive reporting.

• Drive continuous improvement using learner feedback, business insights, and performance data.

• Identify opportunities to scale onboarding through standardized processes, reusable assets, and operational excellence.

• Ensure onboarding evolves alongside changes in the business, customer lifecycle, and role expectations.

Learning Experience

• Lead the design of engaging, scalable onboarding experiences using adult learning and instructional design best practices.

• Partner with subject matter experts and business leaders to ensure curriculum reflects current processes, tools, and priorities.

• Oversee development of learning content, facilitator guides, job aids, and supporting resources.

• Measure learning effectiveness and continuously improve learner outcomes.

Delivery & Readiness

• Oversee the successful delivery of onboarding programs across regions.

• Ensure consistent, high-quality instructor-led and virtual learning experiences.

• Coordinate facilitators and subject matter experts to deliver effective onboarding.

• Establish readiness assessments and monitor learner progress throughout onboarding.

Cross-Functional Leadership

• Partner with Enablement leaders, Business Partners, Product Readiness, Global Learning, and Customer Success leadership to align onboarding with organizational priorities.

• Influence stakeholders across multiple organizations to drive alignment, remove obstacles, and improve onboarding effectiveness.

• Represent onboarding strategy and outcomes with senior leadership through regular business reviews and reporting.

Success Measures

• Reduced time-to-productivity for new CSMs

• High onboarding completion and learner engagement

• Improved readiness assessment outcomes

• Strong learner satisfaction scores

• Scalable, repeatable onboarding experiences

• Positive business impact and adoption of role expectations

Required Skills

Program & Strategic Leadership (Expert)

• Strategic Planning

• Program Leadership

• Program Management

• Executive Communication

• Organizational Change Management

• Business Acumen

• Risk Management

• Decision Making

• Executive Presence

Learning Strategy (Expert)

• Adult Learning Principles

• Instructional Design

• Learning Experience Design

• Curriculum Development

• Learning Needs Analysis

• Learning Measurement

• Learning Technologies

Collaboration & Influence (Advanced)

• Stakeholder Management

• Relationship Building

• Influencing Without Authority

• Communication

• Facilitation

• Coaching

• Cross-Functional Leadership

Operational Excellence (Advanced)

• Process Improvement

• Governance

• Data-Driven Decision Making

• Organization & Prioritization

• Managing Ambiguity

• Continuous Improvement

Preferred Qualifications

• 10+ years of experience in Enablement, Learning & Development, Customer Success, Program Management, or a related field.

• Experience defining and scaling global onboarding or role-based enablement programs.

• Proven ability to influence senior leaders and drive cross-functional initiatives.

• Strong facilitation, instructional design, and executive communication skills.

• Experience with enterprise learning and enablement technologies.

Work Location & Schedule Expectations

• This role is aligned to the AMER region and is expected to primarily work AMER business hours.

• Flexibility to periodically support global onboarding sessions outside standard AMER business hours is expected to meet business needs.

Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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