Trainer, Customer Success

SUMMARY

The Trainer, Customer Success is a high- impact position focused on turning performance data into practical learning. The role designs and delivers hands-on workshops and coaching that improve campaign results, enhance the client experience, and increase pipeline conversion through close partnership with Marketing, Sales, and Client Success.

This role is designed for individuals with experience building learning paths, onboarding new employees, measuring impact, and enabling team growth through training. More architect than presenter, the Trainer owns the onboarding and enablement system end to end—building and continually improving it, sequencing live and asynchronous learning, coordinating SMEs and team leads, creating assessments and job aids, managing learning resources, and identifying ownership and curriculum gaps.

The Trainer builds the skills, confidence, and consistent behaviors of the Client Success team across digital marketing, customer service, and consultative sales. They design and deliver role-specific onboarding programs, facilitate ongoing capability building in SEO, paid search, and social/content, and coach client-facing teams to speak credibly about strategy, performance, and next-best actions—accelerating ramp time and increasing client satisfaction.

KEY OUTCOMES & RESPONSIBILITIES

Key Outcome: Effective Knowledge Transfer

Key Responsibilities:

Deliver modular training across a range of digital marketing, sales, and client success topics, including individual programs.
Gather learner feedback and performance data to iterate curricula and close skill gaps.
Curate and govern the learning library—recordings, job aids, workshops, assessments, system guides, call examples, and source-of-truth locations—maintaining versioned documentation with clear owners and last-updated dates, and partnering with account, channel, and subject-matter owners to refresh outdated content (e.g., training decks, talk tracks, phone scenarios).
Design learning materials: Prepare training manuals, e-learning modules, assessments, job aids, system guides, and other instructional resources.
Facilitate workshops: Lead interactive sessions that promote knowledge retention and practical application.
Evaluate effectiveness: Use feedback, assessments, and performance metrics to measure training impact and make improvements.
Create learning and development frameworks and best practices for use across teams.
Stay up to date on industry trends, adult learning principles, and new training-delivery technologies; leverage AI and emerging technologies to improve learning design, content development, and operational efficiency while maintaining accountability for accuracy, relevance, learner experience, and business outcomes.
Own, build, and continually improve the onboarding system: sequence live and asynchronous learning, coordinate SMEs and team leads, and identify ownership and curriculum gaps to ensure clarity, accountability, and progress tracking.

Key Outcome: Client-Ready Fluency

Key Responsibilities:

Serve as a trusted advisor on digital marketing, client success, and effective sales techniques. 
Support ongoing learning initiatives and provide coaching to employees as needed.
Develop digital marketing expertise in current and future employees through a variety of learning experiences.
Maintain accurate training records and reports to track employee progress and development.
Collaborate with team members to enhance the overall training strategy and implement new training technologies.

Key Outcome: Consistent Readiness

Key Responsibilities:

Develop and deliver continuing professional development: Create engaging in-person and virtual training programs on topics such as leadership, compliance, technical skills, and soft skills.
Incorporate program-specific onboarding touchpoints after initial onboarding sessions. 
Partner with Talent, Learning and Development, Client Success leadership, team leads, subject-matter experts, systems owners, and operational stakeholders to align learning priorities, assign content ownership, secure resources, and support sustainable delivery—speaking each function’s language (e.g., account management, Paid Search, HubSpot) to embed learning in teams’ real workflows.
Partner with Client Success leadership to define enablement metrics and dashboards; standardize reporting to inform coaching and leadership decisions.

Other Responsibilities:

Additional accountabilities and tasks may be assigned by leadership or management to support overall team and agency success.
Additional travel will be expected, including quarterly trainings, key or critical meetings and events, and regular visits to the agency headquarters.

QUALIFICATIONS

Required

Bachelor’s degree in marketing, business communication, or education.
10+ years designing and delivering in-person, online, and hybrid training for client-facing roles in digital marketing or sales (SEO, Paid Search, social/content).
5+ years working in client-facing roles in customer service or digital marketing. 
Strong communication/coaching skills: active listening, storytelling, and client-ready presentation skills.

Preferred

Master’s degree in marketing, business, or education. 
Proficiency in learning management systems (LMS) and virtual training tools.
Outside sales experience.

CORE COMPETENCIES

CUSTOMER FOCUS/CLIENT INTIMACY: seeking to understand client business challenges/needs and delivering continuous value to our clients
COLLABORATIVE: working with teams and across the organization with ease  
OWNER AGILITY: able to continuously learn and quickly adapt to changing circumstance  
RESULTS DRIVEN: accepts accountability to deliver business outcomes, even under changing circumstances. Delivers on commitments 
DISCIPLINED: Thinks, plans, and prioritizes work on an ongoing basis, plans and aligns with key team members before acting