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Customer Learning Manager
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Salary Dependent On Skills And Experience
Full-Time, Permanent
Leeds, Office Based : LS15
Are you experienced in helping customers get the most out of SaaS platforms? Do you enjoy turning complex technology into clear, practical training that gives people the confidence to hit the ground running?
Build Concierge is looking for a Customer Learning Manager to take ownership of how our customers and internal teams learn, adopt and get the best from our platform.
This is a hands-on role where you'll have the opportunity to shape and improve the entire enablement journey. From creating structured onboarding programmes and delivering customer training to developing a scalable training academy, you'll help us build a consistent approach that supports our customers as we continue to grow.
Working closely with our Customer Success, Sales, Solutions, Product and Development teams, you'll play an important part in helping customers see value from the platform sooner, increase adoption and become confident users.
Role Overview
As our Customer Learning Manager, you'll be responsible for creating a structured, engaging approach to customer onboarding and ongoing education.
The successful candidate will take what can be a complex platform and make it easy to understand, building training programmes and resources that work for different users, whether they're administrators, operators or managers.
Your Responsibilities Will Include
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Training and Onboarding
- Designing structured customer onboarding programmes that align with implementation timelines.
- Delivering engaging live and recorded training sessions.
- Providing on-site training, onboarding and workshops at customer locations when required.
- Creating tailored learning journeys for different types of platform users.
- Helping customers understand how to use and manage their workflows effectively from day one.
Content and Enablement
- Building and maintaining a scalable training academy, including videos, guides and certification programmes.
- Developing practical playbooks covering workflows, APIs, integrations and platform best practice.
- Creating assessments and certification frameworks to support and validate learning.
- Keeping training materials up to date as the platform develops and evolves.
- Using customer feedback to continually improve our training and enablement resources.
Internal Training
- Training internal teams on platform capabilities, workflows and best practice.
- Helping ensure our customer-facing teams have a consistent understanding of the platform and how we talk about it.
- Supporting the onboarding and development of new team members through structured training programmes.
Customer Adoption and Impact
- Helping customers build confidence in the platform and make better use of its capabilities.
- Improving product adoption and reducing the time it takes customers to see value.
- Reducing reliance on ongoing support through better training and education.
- Identifying common knowledge gaps and sharing insights with our Product and Development teams.
- Continually looking for ways to make our onboarding and enablement processes more effective and scalable.
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Skills And Experience
We are looking for someone who combines strong communication skills with a good understanding of SaaS technology. You'll be comfortable speaking to customers, delivering training and taking technical concepts and making them easy for different audiences to understand.
Requirements
- Proven experience training or enabling customers or users on a SaaS platform.
- The ability to explain technical concepts such as APIs, workflows and integrations in a clear and accessible way.
- Experience designing structured training programmes, onboarding journeys or learning pathways.
- Strong communication and presentation skills, with the confidence to lead training sessions and workshops.
- A high level of self-motivation and the ability to work independently.
- Excellent problem-solving skills and a proactive approach to challenges.
- A strong understanding of customer-centric training principles and best practices.
- Experience in a customer-facing role, preferably in a SaaS environment.
- Ability to work collaboratively within a team and across different departments.
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