Customer Enablement & Implementation Manager
Benefits: 401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Full-time | RedTeam Software At RedTeam, we serve commercial general contractors who need practical, no-nonsense tools to run their business. As we grow, we’re rethinking how customers get onboarded and enabled—moving away from time-intensive, trainer-led implementations toward a scalable, system-driven experience. We’re hiring someone to lead our Implementation team while rebuilding our onboarding and enablement model from the ground up, using technology, AI, and process design to create a more efficient, modern customer experience. This is not a traditional enablement role. This role is responsible for reducing reliance on live training, not scaling it. What You’ll Own 1. Redesign the Onboarding Model (Primary Focus) Replace long-form, live training with a scalable onboarding system Transition from trainer-led onboarding to a model driven by: Self-guided LMS learning AI-assisted support Structured milestone-based implementation Define a clear 30-60-90 day onboarding journey with measurable outcomes Establish clear criteria for: “Implementation complete” Readiness for Customer Success handoff Reduce time-to-value and overall implementation effort per customer 2. Lead & Evolve the Implementation Team Manage and develop the Implementation team, setting clear expectations, accountability, and performance standards Transition the team from a training-heavy delivery model to a system-supported, efficiency-focused approach Redefine the role of an implementer from “trainer” to advisor and onboarding guide Ensure consistent execution of the onboarding process across all customers Monitor team performance against key metrics such as: Implementation hours per customer Time to go-live Customer readiness at handoff Coach the team to leverage LMS, content, and AI tools effectively—reducing reliance on repetitive live sessions Identify gaps in skills or performance and address them through coaching, process improvements, or hiring 3. Build a Scalable Enablement Engine Own and evolve Skilljar (or similar LMS) as the primary onboarding vehicle Develop structured, role-based learning paths (PMs, accounting, field teams, etc.) Implement certification-style onboarding programs that customers complete prior to live sessions Ensure enablement is tied to actual product usage and outcomes, not just content completion 4. Create Training Content That Replaces Live Training Design and produce onboarding content (videos, walkthroughs, guides) that eliminates the need for repetitive live training—not supplements it Build content aligned to real workflows and day-to-day use cases, not just feature education Leverage AI tools to accelerate content creation, maintenance, and personalization Continuously refine content based on: Product usage data Support trends Common onboarding friction points 5. Leverage AI & Automation Identify and implement AI-driven solutions to: Guide users through onboarding Answer common questions Personalize the learning experience Reduce reliance on human intervention through: Knowledge systems In-product guidance Automated workflows Continuously evaluate new tools and approaches to improve scalability and efficiency 6. Optimize for Efficiency & Outcomes Define and track key metrics: Time to go-live Implementation hours per customer Training completion vs. product adoption Continuously improve onboarding based on data and feedback Ensure a smooth, consistent transition from onboarding to Customer Success 7. Cross-Functional Partnership Partner with Product to improve in-product onboarding and usability Align with Customer Success on adoption, outcomes, and handoff processes Support Sales with scalable, repeatable enablement resources where needed What Success Looks Like Significant reduction in live training hours per customer Majority of onboarding completed through self-guided systems Customers arrive at live sessions prepared—not learning from scratch Faster time-to-value and stronger early product adoption Clear, repeatable onboarding process with defined milestones and outcomes Increased implementation team capacity without adding headcount Who You Are 5–10+ years in SaaS, ideally in onboarding, customer success operations, enablement, or product-led growth Experience managing a team, preferably in implementation, onboarding, or customer success Proven track record of improving onboarding efficiency or scaling delivery models Strong systems thinker—you naturally look to replace manual work with automation Comfortable leveraging AI tools and emerging technologies to improve workflows Experience creating customer-facing training content (video, LMS, guides), with a focus on scalability Data-driven mindset with the ability to measure and improve outcomes Builder mentality—you create structure where it doesn’t exist Strong cross-functional collaborator who can influence without direct authority Bonus: experience with LMS platforms (Skilljar preferred) and in-product onboarding tools This is a remote position. 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