Key Skills

Job Description

Job Description Your role The Global Customer Success Enablement & Development Lead designs and delivers scalable learning, enablement, and capability-building programs for the global Customer Success organization. This role ensures teams have the skills, tools, and resources needed to improve customer outcomes, adoption, retention, growth, and advocacy while delivering a consistent customer experience across regions. What You'll Do Lead the global Customer Success enablement and development strategy aligned to business priorities, customer outcomes, and organizational goals. Identify capability gaps and learning needs through stakeholder input, assessments, surveys, performance insights, and business data. Design, deliver, and continuously improve scalable programs for onboarding, role-based learning, leadership development, customer engagement, value realization, renewals, growth, and advocacy. Create and maintain enablement content, including training materials, playbooks, guides, digital learning, certifications, and knowledge-sharing resources. Facilitate workshops, webinars, learning events, leadership development sessions, and community forums that promote best practices and consistent ways of working. Manage learning tools, governance processes, content updates, participation records, certifications, and development progress to ensure a consistent learner experience. Measure program effectiveness using feedback, learning outcomes, adoption data, enablement metrics, and business impact insights; share recommendations with leadership. Partner with Customer Success leadership, HR, Product, Sales, Marketing, Operations, Support, and subject matter experts to align enablement with business priorities and regional needs. What You'll Need Bachelor’s degree in Learning & Development, Business, Organizational Development, Human Resources, or a related field; advanced degree or relevant qualification preferred. Significant experience leading global enablement, learning, workforce development, or capability-building programs for Customer Success, Sales, Services, or other customer-facing teams. Strong understanding of Customer Success principles, customer lifecycle management, customer experience best practices, renewal cycles, health scores, onboarding frameworks, and advocacy programs. Experience working across global regions, cultures, time zones, and matrixed organizations, with the ability to tailor programs to regional needs while maintaining global consistency. Expertise in adult learning, instructional design, digital learning platforms, facilitation, coaching, program management, stakeholder engagement, and change management. Proficiency with learning management systems, enablement/content management tools, CRM platforms, and analytics tools such as Workday Learning, Docebo, Seismic, Salesforce, Tableau, or Power BI. Strong analytical, communication, and relationship-building skills, with the ability to use data and feedback to improve program effectiveness and demonstrate business impact. Relevant certifications in Learning & Development, Instructional Design, Coaching, Customer Success, or Change Management preferred. Ability to work effectively across global teams and time zones; travel may be required. High proficiency in English required; additional languages are a plus. About Us A bit about us Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter . What We Can Offer You Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us. Apply today, take charge of your career and grow your talents with us. Safely Powering Progress Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress. Our Compensation Philosophy Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

Core Responsibilities

Lead the global Customer Success enablement strategy and develop scalable onboarding, role-based learning, leadership, and customer engagement programs. Create and maintain learning resources, facilitate training and knowledge-sharing events, manage learning systems and governance, measure program impact, and partner with cross-functional and regional stakeholders.

Requirements

A bachelor’s degree in Learning and Development, Business, Organizational Development, Human Resources, or a related field is required; an advanced degree or relevant qualification is preferred. The role calls for significant experience leading global enablement or capability-building programs, strong Customer Success knowledge, expertise in adult learning and instructional design, proficiency with learning and analytics tools, and the ability to work across regions and time zones.