Head of Customer Enablement
At Lexipol, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our top-notch team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift.
Working at Lexipol means making a difference – day in and day out.
The Work
Lexipol’s Customer Experience (CX) team is seeking a Head of Customer Enablement to lead the development and execution of programs designed to empower our customers to achieve their goals using our products and services. This senior role will focus on driving customer adoption, engagement, and value realization through targeted enablement initiatives, including training, resources, and support. You will collaborate cross-functionally with Sales, Customer Success, Marketing, Product, and Support teams to ensure a seamless customer experience that maximizes product utilization and satisfaction. This role involves shaping the enablement strategy, building scalable education programs, and continuously optimizing our approach based on customer feedback and data insights.
This is done through working in these areas of focus:
Enablement Strategy and Program Development
- Develop and execute a comprehensive customer enablement strategy that drives product adoption and customer success across the entire customer lifecycle.
- Design and implement scalable learning programs that address the needs of key personas, ensuring content aligns with customer goals and business objectives.
- Utilize data-driven insights to continuously iterate and improve enablement programs to maximize impact and engagement.
Training Delivery and Content Creation
- Create and deliver training programs in various formats, including in-person, virtual, video-based, and self-paced learning to cater to different learning styles.
- Develop training materials, resources, and tools that help customers maximize the value of Lexipol’s offerings.
- Ensure training content is regularly updated to reflect product enhancements, new features, and best practices.
Cross-Functional Collaboration
- Partner closely with Sales, Customer Success, Marketing, Product, and Support teams to identify enablement needs and ensure a consistent customer experience.
- Provide feedback to Product and Engineering based on customer training experiences to influence product development and roadmap prioritization.
- Collaborate with Marketing to align customer enablement initiatives with campaigns, product launches, and communication strategies.
Customer Insights and Continuous Improvement
- Leverage customer success operations software and other analytics tools to monitor learning behaviors and identify areas for improvement.
- Gather and relay customer feedback, success stories, and roadblocks to drive continuous improvement in enablement efforts.
- Implement a feedback loop to ensure customer insights are integrated into future enablement strategies and product developments.
Enablement Excellence
- Establish key metrics to measure the success of enablement programs, such as adoption rates, utilization, learning participation, and customer satisfaction.
- Champion a customer-centric culture, fostering a mindset of continuous improvement and customer obsession across the organization.
Requirements: To be considered for this role, you will have this experience:
- 5+ years of experience in customer enablement, customer success, training development, or sales enablement within a SaaS or technology company.
- Proven track record of designing and implementing effective customer training and enablement programs.
- Strong understanding of post-sales processes, including customer onboarding, adoption, account management, and support.
- Experience working cross-functionally with teams such as Sales, Customer Success, Marketing, and Product.
- Excellent project management skills, with a demonstrated ability to manage multiple initiatives simultaneously.
- Exceptional communication skills, including experience presenting to executive-level stakeholders and crafting content for various audiences.
- Data-driven mindset with experience using analytics tools to measure program effectiveness and drive decisions.
Preferred Experience:
- Background in public safety, government, or a related field.
- Familiarity with customer success software (e.g., Gainsight, Totango, or SmartKarrot).
- Experience scaling enablement functions in a high-growth environment.
- Knowledge of adult learning principles and instructional design methodologies.
Target Outcomes/Target Results:
- Increase platform adoption and utilization by at least 15% year-over-year across all product lines.
- Achieve a learning participation rate of 80% or higher for key training programs.
- Improve customer retention by driving 95% GRR and contributing to 110% NRR through targeted enablement initiatives.
- Maintain an average customer satisfaction score of 4.5/5 or higher for training and enablement activities.
- Reduce time-to-value for new customers by 20% through streamlined onboarding and educational resources.
Employee Value Proposition
- Have a seat at the table. Report directly to the Chief Customer Officer.
- Key leadership post in one of the largest teams in the company (CX).
- Lots of room to innovate.
- Access to and communication with all levels of the organization.
- Influence and participate in shaping company strategies.
The Environment
- Passion filled culture: We have a passion for optimizing public safety.
- Join a culture that takes the work seriously, not ourselves. We have a professional sense of humor.
- Mission forward company: What we do makes a difference in communities.
Duties listed are not intended to be exhaustive or exclusive; other duties may be assigned. Management retains the discretion to add to or change the duties of the position at any time.
Compensation and Benefits
Lexipol offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan.
The base salary compensation range starts at $120,000 plus an annual performance-based bonus.
About Lexipol
Lexipol empowers first responders and public servants to best meet the needs of their residents safely and responsibly. We are experts in policy, training, and wellness support, committed to improving the quality of life for all community members. Our solutions include state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information offered through the websites Police1, FireRescue1, EMS1, Corrections1 and Gov1. Lexipol serves more than 2 million public safety and government professionals in over 12,000 agencies and municipalities. For additional information, visit www.lexipol.com.
Lexipol Is an Equal Opportunity Employer (EOE)
Lexipol, LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. Lexipol complies with applicable federal, state, and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leave of absence, compensation, and training.