Sr. Trainer - Customer Success Operations

The role

You will create and deliver scalable learning experiences to empower the Customer Success organization. This includes leading instructor-led onboarding, upskilling, and continuing education courses.

What you will do

• Lead and facilitate instructor-led Onboarding, Upskill, and Continuing Education courses.
• Maintain working knowledge across multiple functional areas to deliver integrated training.
• Elevate advanced learners by engaging them with content based on shared experiences.
• Leverage learning theory to implement training methods for professional growth.
• Evaluate trainee performance and provide actionable feedback to managers.
• Drive the creation of training processes and materials with subject matter experts.
• Review and refine training content to ensure accuracy and currency.
• Align individual contributions with overarching team objectives.
• Partner with operational leadership to review training needs and pinpoint knowledge gaps.
• Identify areas for process improvement to optimize policies and procedures.

Required qualifications

• BA degree or equivalent practical experience
• 5+ years of proven experience in teaching, training, or a closely related field
• Clear understanding of SaaS business motions and the entire customer lifecycle
• Proven customer management skills, especially with large and complex accounts
• Proven track record of meeting and exceeding team objectives
• Top-notch written and spoken communication
• Ability to develop strong working relationships at all levels of management
• Top-notch organizational and analytical skills

Nice to have

• Startup and SaaS background
• Experience using Salesforce, Docebo, Google Drive, and other LMS systems

Benefits

• 401(k) plan with dollar-for-dollar employer match up to 4% (immediately vested)
• Top-of-the-line health plans
• Dental and vision insurance
• Competitive time off and parental leave
• Unlimited access to digital tools, financial professionals, and a knowledge center for equity and financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource
• Monthly work-from-home stipend
• Quarterly lifestyle stipend
• Engaging team-building experiences

About the company

Human Interest is a high-growth fintech company on a mission to ensure people in all lines of work have access to retirement benefits. They make it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence.