Director, CS Enablement & Learning

Job Description Summary This role is responsible for designing and executing a scalable internal learning and development strategy for the Customer Success organization, including new hire onboarding, ongoing enablement, quality auditing, and retraining programs. The leader will also oversee internal meetings and communication coordination to ensure alignment, consistency, and operational effectiveness across CS functions. Role & Responsibilities Develop and lead the end-to-end Customer Success enablement strategy (new hire onboarding and ongoing learning) (30%): Design standardized onboarding programs across all CS functions. Build continuous learning frameworks aligned to product, process, and role evolution. Partner with functional leaders to identify skill gaps and training priorities. Oversee quality assurance, auditing, and retraining programs (20%): Establish quality standards across CS functions. Implement audit frameworks to assess performance and adherence to best practices. Drive targeted retraining initiatives based on audit findings and performance data. Lead internal communication and meeting coordination for CS organization (15%): Own planning and execution of CS town halls, all‑hands, and leadership meetings. Ensure consistent messaging, agenda alignment, and follow‑up actions. Partner with leadership to align communications with strategic priorities. Drive change management and enablement for product releases, process changes, and organizational initiatives (10%): Collaborate with Product, Operations, Transformation, and functional leaders to support organizational readiness. Develop change management strategies, communication plans, and learning approaches to drive adoption. Ensure readiness plans are in place across all CS functions. Establish and track enablement effectiveness metrics (10%): Define KPIs such as time to proficiency, quality scores and productivity improvements. Monitor outcomes and continuously refine programs. Provide reporting and insights to CS leadership. Lead and develop a high‑performing enablement and quality team (10%): Manage team responsible for training, quality and internal coordination. Build scalable processes and career development pathways. Drive accountability and performance management. Partner cross‑functionally to align enablement with broader business initiatives (5%): Collaborate with CS Operations, Transformation, Product and HR. Ensure alignment with organizational priorities and growth strategy. Skills & Requirements Bachelor's Degree – Business, Education, Organizational Development, or related field. 8‑12+ years of experience in Learning & Development, Enablement or Customer Success Operations. Experience supporting scaled SaaS or services organizations. Proven experience building onboarding and continuous learning programs. Experience with quality assurance, auditing, or performance improvement programs. Experience leading teams and managing cross‑functional initiatives. Strong instructional design and enablement strategy expertise. Understanding of change management and adult learning principles to support the successful adoption of new processes and workflows. Ability to scale programs across diverse teams and geographies. Data‑driven mindset with experience in defining and tracking KPIs. Strong executive communication and facilitation skills. Ability to influence without direct authority. Program management and organizational leadership preferred. Benefits United States comprehensive medical, dental and vision benefits including a company Health Savings Account contribution. 401(k) with ModMed matching 50% of your contribution up to 6% of compensation (after one year, match is 100% yours). Paid Time Off and Paid Parental Leave programs. Life and Disability benefits. Flexible Spending Account. Employee Assistance Programs. Company‑sponsored Business Resource & Special Interest Groups. Professional development opportunities including tuition reimbursement and unlimited access to LinkedIn Learning. Global presence with in‑person collaboration opportunities. Hybrid office‑based roles with remote availability for some positions. Weekly catered breakfast and lunch; treadmill workstations, Zen and wellness rooms. #J-18808-Ljbffr Modernizing Medicine, Inc.