Customer Enablement & Implementation Manager

Fl-Orlando-Remotemid

Implementation ManagerProject & Program Management

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Quick Summary

Requirements Summary

5–10+ years in SaaS, ideally in onboarding, customer success operations, enablement, or product-led growth Experience managing a team, preferably in implementation, onboarding, or customer success Proven track record of improving onboarding…

Technical Tools

customer-successsaas

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Full-time | RedTeam Software

At RedTeam, we serve commercial general contractors who need practical, no-nonsense tools to run their business. As we grow, we’re rethinking how customers get onboarded and enabled—moving away from time-intensive, trainer-led implementations toward a scalable, system-driven experience.

We’re hiring someone to lead our Implementation team while rebuilding our onboarding and enablement model from the ground up, using technology, AI, and process design to create a more efficient, modern customer experience.

This is not a traditional enablement role. This role is responsible for reducing reliance on live training, not scaling it.

What You’ll Own

1. Redesign the Onboarding Model (Primary Focus)

Replace long-form, live training with a scalable onboarding system
Transition from trainer-led onboarding to a model driven by:
Self-guided LMS learning
AI-assisted support
Structured milestone-based implementation
Define a clear 30-60-90 day onboarding journey with measurable outcomes
Establish clear criteria for:
“Implementation complete”
Readiness for Customer Success handoff
Reduce time-to-value and overall implementation effort per customer

2. Lead & Evolve the Implementation Team

Manage and develop the Implementation team, setting clear expectations, accountability, and performance standards
Transition the team from a training-heavy delivery model to a system-supported, efficiency-focused approach
Redefine the role of an implementer from “trainer” to advisor and onboarding guide
Ensure consistent execution of the onboarding process across all customers
Monitor team performance against key metrics such as:
Implementation hours per customer
Time to go-live
Customer readiness at handoff
Coach the team to leverage LMS, content, and AI tools effectively—reducing reliance on repetitive live sessions
Identify gaps in skills or performance and address them through coaching, process improvements, or hiring

3. Build a Scalable Enablement Engine

Own and evolve Skilljar (or similar LMS) as the primary onboarding vehicle
Develop structured, role-based learning paths (PMs, accounting, field teams, etc.)
Implement certification-style onboarding programs that customers complete prior to live sessions
Ensure enablement is tied to actual product usage and outcomes, not just content completion

4. Create Training Content That Replaces Live Training

Design and produce onboarding content (videos, walkthroughs, guides) that eliminates the need for repetitive live training—not supplements it
Build content aligned to real workflows and day-to-day use cases, not just feature education
Leverage AI tools to accelerate content creation, maintenance, and personalization
Continuously refine content based on:
Product usage data
Support trends
Common onboarding friction points

5. Leverage AI & Automation

Identify and implement AI-driven solutions to:
Guide users through onboarding
Answer common questions
Personalize the learning experience
Reduce reliance on human intervention through:
Knowledge systems
In-product guidance
Automated workflows
Continuously evaluate new tools and approaches to improve scalability and efficiency

6. Optimize for Efficiency & Outcomes

Define and track key metrics:
Time to go-live
Implementation hours per customer
Training completion vs. product adoption
Continuously improve onboarding based on data and feedback
Ensure a smooth, consistent transition from onboarding to Customer Success

7. Cross-Functional Partnership

Partner with Product to improve in-product onboarding and usability
Align with Customer Success on adoption, outcomes, and handoff processes
Support Sales with scalable, repeatable enablement resources where needed

What Success Looks Like

Significant reduction in live training hours per customer
Majority of onboarding completed through self-guided systems
Customers arrive at live sessions prepared—not learning from scratch
Faster time-to-value and stronger early product adoption
Clear, repeatable onboarding process with defined milestones and outcomes
Increased implementation team capacity without adding headcount

Who You Are

5–10+ years in SaaS, ideally in onboarding, customer success operations, enablement, or product-led growth
Experience managing a team, preferably in implementation, onboarding, or customer success
Proven track record of improving onboarding efficiency or scaling delivery models
Strong systems thinker—you naturally look to replace manual work with automation
Comfortable leveraging AI tools and emerging technologies to improve workflows
Experience creating customer-facing training content (video, LMS, guides), with a focus on scalability
Data-driven mindset with the ability to measure and improve outcomes
Builder mentality—you create structure where it doesn’t exist
Strong cross-functional collaborator who can influence without direct authority
Bonus: experience with LMS platforms (Skilljar preferred) and in-product onboarding tools