Manager, Enablement

The role

You will lead the enablement function for HighLevel's Customer Success department, covering the Implementation and CSM teams. You will design processes, training curriculum, certification, onboarding and QA systems, and lead a small team of trainers and QA analysts.

What you will do

• Map the end-to-end Implementation and CSM journey and document the standard way each is run
• Build and own the SOP library for both functions
• Design a training framework with competency maps, levels and learning paths
• Build curriculum using instructional design principles and certification with objective pass criteria
• Own new hire onboarding and ramp for Implementation and CSM end to end
• Run a continuous learning calendar covering platform depth and customer conversation skills
• Turn product releases into enablement with Product and Product Marketing
• Own the QA framework: scorecards, sampling, calibration and reporting
• Define and report enablement KPIs such as time-to-productivity and certification pass rates
• Lead, coach and develop a small enablement team of trainers and QA analysts

Required qualifications

• 7+ years in enablement, training, learning & development, or process/quality roles supporting customer-facing teams in SaaS or high-growth environments
• 3+ years leading a small team, or leading enablement programs with formal responsibility for trainers, QA analysts or program owners
• Hands-on experience setting up process from scratch, such as an SOP library, onboarding program or QA framework
• Deep practical knowledge of training frameworks and instructional design, including competency mapping, learning objectives, blended learning, assessment and certification
• Strong facilitation skills for live training, workshops and role-play
• Experience building and running a QA or call-quality program, including scorecard design and calibration
• Working understanding of the customer onboarding and customer success lifecycle
• Analytical approach to defining, measuring and adjusting what good looks like
• Strong documentation and writing skills
• Comfort with LMS or enablement platforms, knowledge bases, call recording and QA tooling, and CRM workflows
• Technically curious and product-fluent
• Bachelor's degree or equivalent practical experience

Nice to have

• Certification in instructional design, adult learning, facilitation or quality methodology
• Experience enabling teams across multiple geographies and shift patterns
• Background in a marketing agency, martech or SMB-focused SaaS environment
• Hands-on experience with HighLevel or comparable all-in-one marketing automation platforms

Before you apply

• Visa sponsorship is not mentioned in the posting

About the company

HighLevel is an AI-powered business operating system for agencies, entrepreneurs and SMBs in 150+ countries. It operates as a global, remote-first organization with over 2,000 team members across 10+ countries.