Customer Learning Manager

As a Customer Learning Manager, you will own the education and enablement layer of the Build Concierge platform, ensuring both customers and internal teams are equipped to successfully adopt and maximise its capabilities. This is a strategic and execution-focused role responsible for designing structured onboarding programmes, building scalable training systems, and standardising best practice usage across the business. You will work cross-functionally with Customer Success, Sales, Solutions Consultants, Product, and Development to deliver consistent, high-quality training experiences. Your focus will be to transform onboarding from a manual, variable process into a repeatable, scalable system, driving faster time-to-value, stronger adoption, and improved customer outcomes.

Training & Onboarding

• Design structured onboarding programmes aligned to implementation timelines
• Deliver high-quality live and recorded training sessions for customers
• Deliver on-site training, onboarding, and workshops at customer locations where required
• Create role-based learning paths tailored to different user types (e.g. admins, operators, managers)
• Ensure customers are equipped to successfully use and manage their workflows from day one

Content & Enablement Systems

• Build and maintain a scalable training academy, including videos, guides, and certification programmes
• Develop structured playbooks covering workflows, APIs, integrations, and best practices
• Create assessment and certification frameworks to validate customer and internal knowledge
• Continuously improve training materials based on product updates and customer feedback

Internal Enablement

• Train internal teams on platform capabilities and best practices
• Ensure consistent messaging and understanding of the platform across all customer-facing teams
• Support onboarding and ramp-up of new hires through structured training programmes

Customer Adoption & Impact

• Drive product adoption, usage depth, and customer confidence in the platform
• Reduce onboarding time and support dependency through effective training and education
• Identify common knowledge gaps and feed insights back to Product and Development teams
• Support continuous improvement of onboarding and enablement processes

Essential

• Proven experience training or enabling users on SaaS platforms
• Strong ability to simplify and communicate technical concepts (e.g. APIs, workflows, integrations)
• Experience designing structured training programmes or learning journeys (instructional design)
• Excellent communication and presentation skills, with confidence delivering workshops and training sessions
• Highly organised and process-driven, with strong attention to detail
• Ability to work cross-functionally and influence multiple stakeholders

Desirable

• Experience building or managing LMS / training academy platforms
• Familiarity with tools such as Loom, Notion, or TalentLMS
• Background in Customer Success, Implementation, or onboarding roles
• Experience working in automation, AI, or workflow-driven platforms