Director, Global Customer Training

About the role

This high‑impact leadership position is responsible for building and scaling a revenue‑generating global customer training organization. The role blends strategic vision with hands‑on execution to help customers adopt and extract maximum value from complex enterprise SaaS solutions.

Key responsibilities

• Own the global customer training strategy, including revenue targets, pricing, forecasting and P&L management.
• Develop and maintain a scalable training catalog with tiered, bundled offerings aligned to product and sales strategies.
• Define instructional design standards across instructor‑led, virtual and self‑paced digital formats.
• Lead curriculum development, translating technical product knowledge into outcome‑driven learning experiences.
• Ensure content accuracy across a multi‑product SaaS portfolio in partnership with Product and Customer Success teams.
• Oversee training delivery operations for global audiences, ensuring high‑quality execution.
• Manage and develop a distributed team of instructors, providing coaching and growth opportunities.
• Own learning systems, including LMS platforms, enrollment automation and integrations with CRM/ERP.
• Drive operational efficiency through process optimization, workflow automation and data integrity.
• Track, analyze and report on revenue, enrollment, utilization and learner satisfaction metrics.
• Partner with Sales, Marketing and Customer Support to align training with business priorities.
• Collaborate with Product teams to keep training content current with releases and roadmap.

Required profile

• 10+ years of experience in customer education, instructional design or corporate training.
• At least 5 years in a leadership role overseeing large‑scale training programs.
• Proven track record of managing revenue‑generating training operations.
• Strong understanding of SaaS enterprise software and global customer adoption cycles.

Required skills

• Instructional design methodology.
• Learning Management System (LMS) administration.
• Data analysis and performance reporting.
• Cross‑functional collaboration with product, sales and customer success.