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 2. Lead & Evolve the Implementation Team 3. Build a Scalable Enablement Engine 4. Create Training Content That Replaces Live Training 5. Leverage AI & Automation 6. Optimize for Efficiency & Outcomes 7. Cross-Functional Partnership What Success Looks Like Who You Are

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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.