Senior Manager, CSM Onboarding & Enablement

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Program & Project Management Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Senior Manager, CSM Onboarding & Enablement defines and leads the global onboarding strategy for Customer Success Managers (CSMs). This role is responsible for building and evolving a scalable onboarding experience that accelerates time-to-productivity, strengthens role readiness, and ensures new CSMs are equipped for long-term success. As part of the Enablement organization, this leader partners closely with Customer Success leadership, Business Partners, Global Learning, and cross-functional stakeholders to align onboarding with business priorities, drive continuous improvement, and measure business impact. Key Responsibilities Onboarding Strategy & Program Leadership • Define and own the global CSM Onboarding strategy, roadmap, governance, and execution. • Establish program priorities, success metrics, and executive reporting. • Drive continuous improvement using learner feedback, business insights, and performance data. • Identify opportunities to scale onboarding through standardized processes, reusable assets, and operational excellence. • Ensure onboarding evolves alongside changes in the business, customer lifecycle, and role expectations. Learning Experience • Lead the design of engaging, scalable onboarding experiences using adult learning and instructional design best practices. • Partner with subject matter experts and business leaders to ensure curriculum reflects current processes, tools, and priorities. • Oversee development of learning content, facilitator guides, job aids, and supporting resources. • Measure learning effectiveness and continuously improve learner outcomes. Delivery & Readiness • Oversee the successful delivery of onboarding programs across regions. • Ensure consistent, high-quality instructor-led and virtual learning experiences. • Coordinate facilitators and subject matter experts to deliver effective onboarding. • Establish readiness assessments and monitor learner progress throughout onboarding. Cross-Functional Leadership • Partner with Enablement leaders, Business Partners, Product Readiness, Global Learning, and Customer Success leadership to align onboarding with organizational priorities. • Influence stakeholders across multiple organizations to drive alignment, remove obstacles, and improve onboarding effectiveness. • Represent onboarding strategy and outcomes with senior leadership through regular business reviews and reporting. Success Measures • Reduced time-to-productivity for new CSMs • High onboarding completion and learner engagement • Improved readiness assessment outcomes • Strong learner satisfaction scores • Scalable, repeatable onboarding experiences • Positive business impact and adoption of role expectations Required Skills Program & Strategic Leadership (Expert) • Strategic Planning • Program Leadership • Program Management • Executive Communication • Organizational Change Management • Business Acumen • Risk Management • Decision Making • Executive Presence Learning Strategy (Expert) • Adult Learning Principles • Instructional Design • Learning Experience Design • Curriculum Development • Learning Needs Analysis • Learning Measurement • Learning Technologies Collaboration & Influence (Advanced) • Stakeholder Management • Relationship Building • Influencing Without Authority