Director, CS Enablement & Learning

Modernizing Medicine, Inc.

Job Overview

Location

Remote-FL

Job Type

Full-time

Full Job Description

📋 Description

• Design and lead the end-to-end Customer Success enablement strategy, including standardized onboarding programs across all CS functions and continuous learning frameworks aligned to product, process, and role evolution.
• Partner with functional leaders to identify skill gaps and training priorities to ensure enablement programs meet evolving business needs.
• Establish quality standards and implement audit frameworks to assess performance and adherence to best practices across Customer Success teams.
• Drive targeted retraining initiatives based on audit findings and performance data to improve team effectiveness and consistency.
• Own planning and execution of Customer Success town halls, all-hands meetings, and leadership meetings, ensuring consistent messaging, agenda alignment, and follow-up actions.
• Partner with leadership to align internal communications with strategic priorities and organizational goals.
• Collaborate with Product, Operations, Transformation, and functional leaders to support organizational readiness for product releases, process changes, and initiatives.
• Develop change management strategies, communication plans, and learning approaches to drive adoption of new workflows and systems.
• Define KPIs such as time to proficiency, quality scores, and productivity improvements to measure enablement effectiveness.
• Monitor outcomes and continuously refine training and enablement programs based on data-driven insights.
• Provide reporting and actionable insights to Customer Success leadership to inform decision-making.
• Lead and develop a high-performing enablement and quality team, building scalable processes and career development pathways.
• Drive accountability and performance management within the enablement and quality team.
• Partner cross-functionally with CS Operations, Transformation, Product, and HR to align enablement initiatives with broader business objectives and growth strategy.
• Scale enablement programs across diverse teams and geographies, ensuring consistency and relevance in global operations.
• Apply adult learning principles and change management methodologies to support successful adoption of new processes and technologies.
• Utilize a data-driven mindset to track, analyze, and optimize learning outcomes and operational performance metrics.
• Influence without direct authority to drive alignment and adoption across decentralized teams and functions.
• Maintain expertise in instructional design and enablement strategy to deliver high-impact, scalable learning solutions.
• Ensure readiness plans are in place across all Customer Success functions to support seamless transitions during organizational changes.

🎯 Requirements

• Bachelor’s Degree in Business, Education, Organizational Development, or related field
• 8-12+ years of experience in Learning & Development, Enablement, or Customer Success Operations
• Experience supporting scaled SaaS or services organizations
• Proven experience building onboarding and continuous learning programs
• Experience with quality assurance, auditing, or performance improvement programs
• Strong instructional design and enablement strategy expertise

🏖️ Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k) matching contribution of 50% of employee contribution up to 6% of compensation, fully vested after one year
• Generous Paid Time Off and Paid Parental Leave programs
• Company-paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
• Unlimited access to LinkedIn Learning and tuition reimbursement programs
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms at the Boca Raton headquarters

Skills & Technologies

Remote

Degree Required

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Modernizing Medicine, Inc.

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About Modernizing Medicine, Inc.

Modernizing Medicine, Inc. (ModMed) is a leading provider of integrated software solutions for specialty medical practices. Their platform, EMA®, offers electronic health records (EHR), practice management, and revenue cycle management, all designed to streamline workflows and improve patient care. ModMed focuses on delivering intuitive, cloud-based technology that helps physicians reduce administrative burdens, enhance diagnostic capabilities, and optimize financial performance. The company serves a wide range of medical specialties, empowering healthcare providers with tools to manage their practice efficiently and deliver better outcomes for their patients. Their commitment to innovation drives continuous development of their comprehensive healthcare IT solutions.

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