Learning Experience Lead (Customer Success)

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 Operations 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. About us Our team creates and operationalizes AI tools and processes that make Customer Success Managers (CSMs) more successful at their jobs. By streamlining repetitive tasks and enhancing the quality of their work—right inside Slack—we free up CSMs to spend more time on customers. The Experience CSMs own the ongoing relationship with a customer after the sale — making sure customers actually get value from what they bought. The job is full of real, repeatable work: preparing for customer conversations, spotting accounts at risk, planning renewals, keeping relationships healthy. We're reimagining their experience of work, with AI built directly into it. That's where you come in. You'll own the learning experience that helps CSMs do their core jobs better. You'll build training content that prioritizes practice over theory, ship fast, and hold a high bar for whether what we make genuinely changes how people work. What You'll Actually Be Doing Design and develop interactive training that helps CSMs do their real jobs better — built around hands-on practice, with AI integrated into the workflow. Build both on-demand and train-the-trainer options so the training scales beyond what any small team can deliver live Create and maintain practical resources — job aids, task- and tool-specific guides — that keep people engaged and learning over time Help define how training gets delivered: what our team designs directly versus what's delivered through regional readiness, onboarding, and product enablement partners. Host or co-host training sessions as needed. Drive planning and content development for role-based training, partnering with product and project leads to bring newly released capabilities to life for frontline teams Help shape the standards for training content — quality, consistency, and how it stays current as tools and workflows change Plan and present at events, from large global sessions to smaller regional and community calls; build networks of expert practitioners and bring their feedback back to shape what we build Use feedback from the people you're training — surveys, direct input from the field, and how content actually performs — to continually refine and improve what you build You're Our Person If… You have hands-on experience designing effective learning experiences at scale You genuinely connect with end users, meet them where they are, and design with their real needs in mind — no "us vs. them" mentality You have a strong foundation in learning experience or instructional design, and a developed POV on what makes training actually stick Strong facilitation skills — you're comfortable running engaging sessions with the field, live or virtual You can move fast, work lean, and find creative solutions without getting stuck in process or perfectionism You're energized by testing new approaches, learning from what doesn't work, and iterating quickly based on feedback You have strong communication and storytelling skills, whether you're facilitating a session, writing copy, or explaining a complex idea to a mixed audience You thrive in fast-paced, heavily matrixed environments where priorities shift and you're