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.