Senior Manager, CSM Onboarding & Enablement (Internal Only)

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Job Category

Program & Project Management

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.

The Senior Manager, CSM Onboarding & Enablement defines and leads the global onboarding strategy for Customer Success Managers (CSMs). This role is responsible for building and evolving a scalable onboarding experience that accelerates time-to-productivity, strengthens role readiness, and ensures new CSMs are equipped for long-term success.

As part of the Enablement organization, this leader partners closely with Customer Success leadership, Business Partners, Global Learning, and cross-functional stakeholders to align onboarding with business priorities, drive continuous improvement, and measure business impact.

Key Responsibilities

Onboarding Strategy & Program Leadership

• Define and own the global CSM Onboarding strategy, roadmap, governance, and execution.

• Establish program priorities, success metrics, and executive reporting.

• Drive continuous improvement using learner feedback, business insights, and performance data.

• Identify opportunities to scale onboarding through standardized processes, reusable assets, and operational excellence.

• Ensure onboarding evolves alongside changes in the business, customer lifecycle, and role expectations.

Learning Experience

• Lead the design of engaging, scalable onboarding experiences using adult learning and instructional design best practices.

• Partner with subject matter experts and business leaders to ensure curriculum reflects current processes, tools, and priorities.

• Oversee development of learning content, facilitator guides, job aids, and supporting resources.

• Measure learning effectiveness and continuously improve learner outcomes.

Delivery & Readiness

• Oversee the successful delivery of onboarding programs across regions.

• Ensure consistent, high-quality instructor-led and virtual learning experiences.

• Coordinate facilitators and subject matter experts to deliver effective onboarding.

• Establish readiness assessments and monitor learner progress throughout onboarding.

Cross-Functional Leadership

• Partner with Enablement leaders, Business Partners, Product Readiness, Global Learning, and Customer Success leadership to align onboarding with organizational priorities.

• Influence stakeholders across multiple organizations to drive alignment, remove obstacles, and improve onboarding effectiveness.

• Represent onboarding strategy and outcomes with senior leadership through regular business reviews and reporting.

Success Measures

• Reduced time-to-productivity for new CSMs

• High onboarding completion and learner engagement

• Improved readiness assessment outcomes

• Strong learner satisfaction scores

• Scalable, repeatable onboarding experiences

• Positive business impact and adoption of role expectations

Required Skills

Program & Strategic Leadership (Expert)

• Strategic Planning

• Program Leadership

• Program Management

• Executive Communication

• Organizational Change Management

• Business Acumen

• Risk Management

• Decision Making

• Executive Presence

Learning Strategy (Expert)

• Adult Learning Principles

• Instructional Design

• Learning Experience Design

• Curriculum Development

• Learning Needs Analysis

• Learning Measurement

• Learning Technologies

Collaboration & Influence (Advanced)

• Stakeholder Management

• Relationship Building

• Influencing Without Authority

• Communication

• Facilitation

• Coaching

• Cross-Functional Leadership

Operational Excellence (Advanced)

• Process Improvement

• Governance

• Data-Driven Decision Making

• Organization & Prioritization

• Managing Ambiguity

• Continuous Improvement

Preferred Qualifications

• 10+ years of experience in Enablement, Learning & Development, Customer Success, Program Management, or a related field.

• Experience defining and scaling global onboarding or role-based enablement programs.

• Proven ability to influence senior leaders and drive cross-functional initiatives.

• Strong facilitation, instructional design, and executive communication skills.

• Experience with enterprise learning and enablement technologies.

Work Location & Schedule Expectations

• This role is aligned to the AMER region and is expected to primarily work AMER business hours.

• Flexibility to periodically support global onboarding sessions outside standard AMER business hours is expected to meet business needs.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.