Online Customer Success Trainer

Role Overview:

As a Customer Success Trainer you deliver the live product learning sessions that teach institutions how to use our software confidently and get the most out of the platform. Your focus is training on the system itselfwalking administrators through how the product works and how to run their day-to-day tasks in it.

Every school runs on an academic calendar but no two schools run it the same way and the details differ widely from one institution to the next. A big part of this role is learning to read each institutionunderstanding how they operate relating to the people youre training and adapting your sessions so the guidance fits how that particular school works.

You wont be expected to redesign a schools internal processes or make complex configuration decisions on your ownour senior Customer Success team owns that consultative work and youll hand those questions off to them. Over time youll build deep product expertise and take on more but youll be set up to succeed from day one with training materials and a team behind you.

Responsibilities:

Product Learning & Training Delivery

• Deliver live virtual product learning sessionsonboarding walkthroughs feature refreshers and group office hours
• Teach administrators how to use the softwares core workflows guiding them hands-on until they can run tasks on their own
• Tailor sessions to different audiences: housing directors front-desk and RA staff and campus IT
• Answer how-to product questions in the moment and hand off complex configuration or process-design questions to senior Customer Success

Understanding & Relating to Each Institution

• Learn each schools contexthow their academic calendar housing setup and day-to-day operations workwell enough to train them effectively
• Recognize how institutions differ from one another and adjust your sessions and examples accordingly
• Build genuine rapport with the people you train so sessions feel approachable and supportive

Content & Materials

• Help build and maintain training decks quick-reference guides walkthrough videos and session agendas
• Keep learning materials current as the product evolves and new features ship
• Follow a repeatable curriculum so every customer gets a consistently excellent training experience

Cross-Functional Collaboration

• Partner with Customer Success Managers to align training to each accounts onboarding plan
• Share recurring questions and friction points back to Product and Support to improve the platform
• Coordinate scheduling and follow-up so sessions run smoothly and customers stay on track

What Makes a Great Candidate:

Youre a natural teacher who is energized by helping people succeed. You pick up new software fast you can explain how something works in plain language and youre genuinely curious about the different organizations you work withquick to pick up on how each one operates and how to relate to them. You stay patient and upbeat and you care that people leave your sessions more capable than they arrived. You dont need to already be a housing-software expertwell train youbut you do need to love learning and teaching.

Required Skills & Experience

• Excellent live presentation and facilitation skillsclear warm and easy to follow on a video call
• Strong digital fluency and the ability to learn new software quickly and thoroughly
• A knack for reading people and organizations and adapting how you communicate to fit them
• Understands how people learn and how to teach effectivelywhether from teaching training tutoring or enablement experience
• Fluent articulate English communication spoken and written
• Able to work consistently within U.S. business hours
• Reliable high-speed internet and a quiet professional environment for video sessions
• Organized and self-directed: manages a schedule of sessions and follow-ups without being chased
• Operates with ownership: no excuses no blame just results

Nice-to-Have

• Experience with student housingas an RA student staffer or campus housing/residence-life employee
• Experience training on or supporting a SaaS product
• Background in higher education admissions or campus operations
• Experience creating training videos or written documentation

Personal Qualities

• Patient encouraging and genuinely enjoys helping people learn
• Positive resilient and motivated
• Curious about both the product and the institutions you work with
• Brings energy without taking yourself too seriously

Compensation:

• Base salary based on experience and qualifications.
• Benefits include: Paid Time Off commensurate to local customs in the contractors home country