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.