Staff Enablement Technical Trainer

This is a dual content-and-delivery role: you will write the playbooks, scripts, and enablement content that enable Customer Experience teams that span across Customer Success, Renewals, Professional Services and Support. The focus will be on how to run better renewal conversations — and then personally deliver that training. The mandate spans customer conversation skills, value-selling technique, and the specific topics of revenue protection: spotting churn risk early and having the right conversation before a renewal is in jeopardy.

Key Responsibilities

Write enablement content: call scripts, objection-handling playbooks, value-selling frameworks, QBR talk tracks, and churn-risk conversation guides.

Design and deliver structured training programs (live and self-serve) covering customer conversation skills, value articulation/value selling, renewals negotiation, and revenue-protection/churn-prevention tactics.

Analyze recorded customer calls to identify skill gaps, evaluate talk-track adoption, and refine playbook effectiveness.

Partner with BI/analytics to translate account health and churn-risk data into practical talk tracks that can be used in real conversations.

Lead onboarding enablement for new CSM hires and run continuous skill-refresh sessions for the existing team.

Build a certification or skills-assessment process to measure enablement effectiveness, not just completion.

Gather field feedback and iterate content based on real world customer reactions.

Maintain a central, well-organised content repository (playbooks, battlecards, training decks) that stays current as products and pricing evolve.

Required Skills & Experience

10-12 years combined experience in sales enablement, instructional design, or B2B SaaS training, with genuine content-writing chops (not just deck assembly).

Proven experience designing and delivering live training for customer-facing teams  (in-person and virtual)

Strong grounding in value-selling methodology tailored specifically to renewals and retention rather than net-new sales.

Exceptional written and spoken English, with proven ability to craft clear, professional scripts and playbooks.

Experience in SaaS renewals and customer success contexts; domain exposure to identity, cybersecurity, or enterprise software is preferred.

Comfortable using AI writing/content tools to accelerate first drafts, with strong editorial judgment to refine them.

Education & Certifications

Bachelor’s degree in Communications, Business, Instructional Design, Education, or a related field.

CPLP, CPTD or ADDIE, SAM models or any other certification in enterprise sales methodologies

Gainsight / Salesforce enablement certifications are a plus.