Trainer, Customer Success (Rochester)

Butler/Till is a results-driven marketing agency offering deeply collaborative client experiences, proprietary technology, and world-class partnerships. At Butler/Till, we take immense pride in our independent, women-owned and led status, our unwavering commitment to a purpose-driven approach, and our unique structure as a 100% employee-owned company (ESOP).

SUMMARY

The Trainer, Customer Success is a high-impact position focused on turning performance data into practical learning. The role designs and delivers hands-on workshops and coaching that improve campaign results, enhance the client experience, and increase pipeline conversion through close partnership with Marketing, Sales, and Client Success.

This role is designed for individuals with experience building learning paths, onboarding new employees, measuring impact, and enabling team growth through training. More architect than presenter, the Trainer owns the onboarding and enablement system end to end—building and continually improving it, sequencing live and asynchronous learning, coordinating SMEs and team leads, creating assessments and job aids, managing learning resources, and identifying ownership and curriculum gaps.

The Trainer builds the skills, confidence, and consistent behaviors of the Client Success team across digital marketing, customer service, and consultative sales. They design and deliver role-specific onboarding programs, facilitate ongoing capability building in SEO, paid search, and social/content, and coach client-facing teams to speak credibly about strategy, performance, and next-best actions—accelerating ramp time and increasing client satisfaction.

KEY OUTCOMES & RESPONSIBILITIES

Key Outcome: Effective Knowledge Transfer

Key Responsibilities:

• Deliver modular training across a range of digital marketing, sales, and client success topics, including individual programs.
• Gather learner feedback and performance data to iterate curricula and close skill gaps.
• Curate and govern the learning library—recordings, job aids, workshops, assessments, system guides, call examples, and source-of-truth locations—maintaining versioned documentation with clear owners and last-updated dates, and partnering with account, channel, and subject-matter owners to refresh outdated content (e.g., training decks, talk tracks, phone scenarios).
• Design learning materials: Prepare training manuals, e-learning modules, assessments, job aids, system guides, and other instructional resources.
• Facilitate workshops: Lead interactive sessions that promote knowledge retention and practical application.
• Evaluate effectiveness: Use feedback, assessments, and performance metrics to measure training impact and make improvements.
• Create learning and development frameworks and best practices for use across teams.
• Stay up to date on industry trends, adult learning principles, and new training-delivery technologies; leverage AI and emerging technologies to improve learning design, content development, and operational efficiency while maintaining accountability for accuracy, relevance, learner experience, and business outcomes.
• Own, build, and continually improve the onboarding system: sequence live and asynchronous learning, coordinate SMEs and team leads, and identify ownership and curriculum gaps to ensure clarity, accountability, and progress tracking.

Key Outcome: Client-Ready Fluency

Key Responsibilities:

• Serve as a trusted advisor on digital marketing, client success, and effective sales techniques.
• Support ongoing learning initiatives and provide coaching to employees as needed.
• Develop digital marketing expertise in current and future employees through a variety of learning experiences.
• Maintain accurate training records and reports to track employee progress and development.
• Collaborate with team members to enhance the overall training strategy and implement new training technologies.

Key Outcome: Consistent Readiness

Key Responsibilities:

• Develop and deliver continuing professional development: Create engaging in-person and virtual training programs on topics such as leadership, compliance, technical skills, and soft skills.
• Incorporate program-specific onboarding touchpoints after initial onboarding sessions.
• Partner with Talent, Learning and Development, Client Success leadership, team leads, subject-matter experts, systems owners, and operational stakeholders to align learning priorities, assign content ownership, secure resources, and support sustainable delivery—speaking each function’s language (e.g., account management, Paid Search, HubSpot) to embed learning in teams’ real workflows.
• Partner with Client Success leadership to define enablement metrics and dashboards; standardize reporting to inform coaching and leadership decisions.

Other Responsibilities:

• Additional accountabilities and tasks may be assigned by leadership or management to support overall team and agency success.
• Additional travel will be expected, including quarterly trainings, key or critical meetings and events, and regular visits to the agency headquarters.

QUALIFICATIONS

Required

• Bachelor’s degree in marketing, business communication, or education.
• 10+ years designing and delivering in-person, online, and hybrid training for client-facing roles in digital marketing or sales (SEO, Paid Search, social/content).
• 5+ years working in client-facing roles in customer service or digital marketing.
• Strong communication/coaching skills: active listening, storytelling, and client-ready presentation skills.

Preferred

• Master’s degree in marketing, business, or education.
• Proficiency in learning management systems (LMS) and virtual training tools.
• Outside sales experience.

CORE COMPETENCIES

• CUSTOMER FOCUS/CLIENT INTIMACY: seeking to understand client business challenges/needs and delivering continuous value to our clients
• COLLABORATIVE: working with teams and across the organization with ease
• OWNER AGILITY: able to continuously learn and quickly adapt to changing circumstance
• RESULTS DRIVEN: accepts accountability to deliver business outcomes, even under changing circumstances. Delivers on commitments
• DISCIPLINED: Thinks, plans, and prioritizes work on an ongoing basis, plans and aligns with key team members before acting

Travel Requirements

All employees, regardless of role or geographic location, are required to travel to Rochester during their initial onboarding period (ideally within the first 4 weeks of employment) and annually for the Shareholder’s Summit held in June.

WORK ENVIRONMENT & PHYSICAL DEMANDS

The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job, typically in an office setting or in a home office. An employee in this role may be in a stationary position, often standing or sitting for prolonged periods and using office equipment and computers. The noise level in the office environment is usually moderate. (i.e., business office with computers and printers, light foot traffic, etc.). Reasonable accommodation may be requested to enable individuals to perform the essential functions.

Commitment to Diversity, Equity, Inclusion and Belonging

Our dedication to Diversity, Equity, Inclusion, and Belonging (DEIB) is a cornerstone of our culture. We believe that the diversity and inclusivity of our workforce are sources of strength. As you become part of our community, you'll discover that we are dedicated to creating a positive impact, not only for our clients but also for the communities where we live and work.

EEO DISCLAIMER

Butler/Till is an Equal Opportunity Employer to all employees and applicants and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

COMPENSATION

Butler/Till is committed to providing pay transparency of our compensation philosophy and ensuring equitable pay practices for our employee owners. The compensation range for this position is $70,000-$100,000 and represents the annual salary range in Rochester, NY. Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience.

This is just one component of Butler/Till’s total compensation package for employee owners. The total compensation package for this position may also include other elements, including ESOP (employee stock ownership plan), an annual bonus, in addition to a full benefits package, and paid time off benefits, including 100% paid parental leave. Details of participation in these benefit plans will