Director, Global Customer Training

Role overview

This is a senior leadership role for a customer education professional who can connect learning strategy, SaaS product expertise, and global operations. The position leads a revenue-focused training organization that helps customers around the world understand, adopt, and get the most value from complex enterprise software.

You will own the complete training lifecycle, from curriculum planning and content creation to delivery operations and business performance. The role calls for close partnership with product, sales, and customer success leaders to keep training aligned with product changes and customer adoption goals. It combines strategic direction with day-to-day operational leadership, making it well suited to someone who can turn technical knowledge into clear, effective learning experiences that support both customer outcomes and business growth.

Key responsibilities

• Set and manage the global customer training strategy, including pricing, revenue planning, forecasting, and overall P&L performance.
• Build and maintain a scalable course portfolio with packaging, tiering, and bundled options that support product and sales priorities.
• Establish instructional design standards across instructor-led, virtual, and self-paced learning formats.
• Lead curriculum development by converting complex product and technical material into practical, outcome-focused learning content.
• Maintain accuracy and consistency of training content across a multi-product SaaS environment in partnership with Product and Customer Success teams.
• Oversee training delivery activities to ensure strong execution for global audiences and distributed teams.
• Hire, coach, and develop instructors across regions, including feedback, performance management, and career growth support.
• Manage learning systems and operations, including LMS tools, enrollment automation, and integrations with CRM and ERP platforms.
• Improve efficiency through better processes, workflow automation, and clean data across systems.
• Measure and report on performance indicators such as revenue, enrollments, utilization, and learner satisfaction.
• Partner with Sales, Marketing, and Customer Support to align training priorities with business needs and customer expectations.
• Work with Product teams to keep training content current with releases and roadmap changes.

Requirements

• At least 10 years of experience in customer education, instructional design, or corporate training, with 5 or more years in a leadership position.
• Experience running a training function with full or partial responsibility for revenue.
• Deep knowledge of instructional design across multiple delivery methods, including ILT, vILT, eLearning, and microlearning.
• Hands-on experience with LMS platforms such as Docebo or similar systems, plus CRM and ERP-connected environments.
• Experience in B2B SaaS or enterprise software is strongly preferred.
• Ability to lead and scale globally distributed teams across different time zones.
• Strong facilitation skills and the ability to explain complex software concepts in a simple, learner-friendly way.
• Comfort working with metrics, operational reporting, and performance analysis.
• Proven leadership, coaching, and team development capabilities.
• Excellent communication and stakeholder management skills with both technical and non-technical audiences.
• Ability to connect learning strategy to business results, revenue goals, and customer success outcomes.
• Strong organization and prioritization skills in a fast-moving global environment.

Benefits

• Competitive base pay with bonus eligibility as part of the total compensation package.
• Fully remote work arrangement within the United States.
• Medical, dental, and vision insurance coverage.
• Paid time off, sick leave, and parental leave.
• 401(k) retirement savings plan with employer contributions.
• Health Savings Account options.
• Life insurance coverage.
• Employee Assistance Program and wellness support resources.
• Opportunity to lead a global training organization that generates revenue.
• Exposure to complex enterprise software used by customers worldwide.
• Collaborative environment with close alignment across product, sales, and customer success teams.
• Career development and leadership growth opportunities in a global organization.

Additional information

This role is listed on behalf of a partner company that handles all applications and hiring steps. The application review process uses AI-assisted matching to identify candidates against the role’s core requirements, and the resulting shortlist is shared with the hiring employer. Final interview, assessment, and hiring decisions are managed by the employer’s internal team.

Privacy notice

By applying, you agree that your personal data may be processed to assess your candidacy and shared with the hiring employer under applicable data protection laws, including GDPR where relevant. You may request access, correction, deletion, or objection to processing at any time. AI tools may also be used to support parts of the hiring workflow, such as resume review and response analysis, but they do not replace human judgment. Final hiring decisions are made by people.