Who You AreYou are a hands-on enablement builder. You are energised by walking into a function that is scaling fast, mapping how work actually gets done today, and turning it into documented process, a structured curriculum, and a certification standard that holds up when the team doubles. You have personally built training programs from a blank page — not bought them, not briefed an agency on them. You have written the SOP, built the learning path, run the facilitation, scored the calls, and sat with a struggling advisor to close the gap. You think in frameworks and operating rhythms, and you can equally sit in a live onboarding call and tell exactly where the advisor lost the customer. In this role you own capability for HighLevel's Customer Success department — both the Implementation team that runs a customer's first weeks on the platform and the CSM team that owns the relationship for life. You will lead a small enablement team (trainers and QA analysts) and partner closely with frontline managers, who remain accountable for performance while you are accountable for the systems that make good performance repeatable. This is a craft and capability role, not a commercial one. Success here is measured in ramp time, process adherence, call quality, and product depth — not in numbers carried.
What You'll Be Doing
HighLevel's Customer Retention and Account Management teams play a critical role in helping customers realize value, maintain their subscriptions, and grow their businesses through the platform.
As a Senior Enablement Partner, you will develop and deliver training, coaching, and learning resources that strengthen customer engagement, retention, winback, and account expansion. You'll work closely with frontline leadership to identify performance gaps, build practical solutions, and reinforce the skills and behaviors that contribute to improved business outcomes.
You will
Independently manage assigned enablement initiatives, from identifying business and performance needs through program design, implementation, and evaluation, in alignment with the revenue enablement strategy and organizational priorities.
Leverage AI-powered tools to develop training content, create realistic practice scenarios, support coaching, and improve the efficiency and effectiveness of enablement programs.
Design, deliver, and continuously improve onboarding programs, learning paths, and certifications for Customer Retention and Account Management teams.
Build and facilitate ongoing training programs focused on discovery, consultative selling, objection handling, negotiation, customer retention, winback, and account expansion.
Create and maintain playbooks, talk tracks, SOPs, and coaching resources that support consistent customer-facing execution.
Analyze call recordings, CRM data, and performance trends to diagnose execution gaps, distinguish training needs from operational challenges, and develop targeted enablement solutions.
Partner with frontline managers to reinforce effective coaching practices and strengthen the application of trained behaviors.
Develop practical assessments, role-playing exercises, and coaching activities that improve seller confidence and skill proficiency.
Collaborate with Product, Product Marketing, and Revenue Operations to support product launches, process changes, and adoption of sales tools.
Evaluate enablement effectiveness using established learning, behavioral, and business performance measures, including retention, winback, and account expansion outcomes.
Advise Customer Retention and Account Management leaders on performance trends, capability gaps, and recommended improvements within assigned areas of enablement expertise.
- Explore and apply new learning methods and technologies, including AI-assisted coaching and interactive learning experiences, to improve training effectiveness.
- What You'll Bring
- Experience designing and delivering sales enablement, customer success, or professional training programs, preferably in SaaS or high-growth environments.
Experience using AI-powered tools to support content development, learning design, coaching, or other enablement activities, with the ability to evaluate and refine AI-generated outputs.
Strong understanding of customer retention, account management, consultative selling, and revenue expansion practices.
Experience creating onboarding programs, learning paths, playbooks, and coaching resources.
Strong facilitation, coaching, presentation, and written communication skills.
Ability to analyze performance data, identify skill gaps, and translate findings into practical training solutions.
Experience partnering with frontline managers and cross-functional stakeholders to improve team performance.
Proficiency with CRM platforms, learning management systems, and sales enablement tools.
Ability to independently manage assigned projects, adapt to changing priorities, and deliver high-quality learning experiences.
Experience/Education/Certifications
Bachelor's degree in Business, Education, Communications, or a related field with typically 5+ years of relevant experience, or an equivalent combination of education and practical experience.
Demonstrated experience developing and delivering training, coaching, or enablement programs.
Certifications in instructional design, adult learning, or sales methodologies preferred.
