Head of Customer Enablement, Basecamp id-11278
About the position
At Qualtrics, we're not just building software; we're defining and leading the Experience Management (XM) category. Our success and growth are directly tied to our customers' ability to adopt, optimize, and expand their use of our platform and solutions. When customers are empowered with the right knowledge and skills, they see greater value, leading to stronger engagement, retention, and long-term impact-for them and for Qualtrics.
As the Head of Customer Enablement, Basecamp, you will define and execute a customer-first education strategy that empowers users to maximize the value of Qualtrics. You will take a strategic, data-driven approach to designing and scaling education journeys that meet customers where they are-whether through self-paced learning, instructor-led training, or certification programs. By deeply understanding customer needs and business objectives, you will build a world-class skilling and enablement experience that accelerates adoption, increases proficiency, and drives long-term success for both our customers and Qualtrics.
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Responsibilities
- Develop and Execute the Basecamp Strategy - Design and lead customer education and skilling programs that enhances product adoption and customer success.
- Oversee Content & Curriculum Development - Ensure training materials are engaging, effective, and aligned with customer needs at all stages of their journey.
- Manage and Scale Certification Programs - Build and evolve certification pathways that validate customer expertise and drive platform loyalty.
- Lead a High-Performing Team - Mentor and manage program managers, content strategists, and instructional designers to deliver high-impact learning experiences.
- Optimize Program Reach & Effectiveness - Analyze key metrics, gather customer feedback, and refine learning experiences to maximize engagement and outcomes.
- Enhance Digital Learning Experiences - Leverage LMS platforms, interactive media, and self-service education tools to create scalable learning solutions.
- Align Education with Product & Customer Success - Partner with internal teams to ensure learning programs support customer needs and business objectives.
- Drive Awareness & Adoption of Basecamp - Work with marketing and customer success to promote Basecamp as an essential resource for all Qualtrics customers.
Requirements
- 7+ years of experience in customer enablement, product enablement, learning & development, or a related field, with a proven track record of building and leading successful enablement programs.
- 3+ years of experience in a leadership role, managing and developing high-performing teams.
- Strong understanding of adult learning principles, instructional design methodologies, and curriculum development.
- Experience managing and optimizing online learning platforms (LMS) and digital content creation tools.
- Experience designing and delivering live training events, preferably in a large-scale conference setting.
- Excellent project management skills, with the ability to manage multiple complex projects simultaneously.
- Exceptional communication and presentation skills, with the ability to influence and inspire stakeholders and customers at all levels.
- Data-driven mindset, with experience using analytics to measure and improve enablement program effectiveness.
- Deep understanding of SaaS business models and customer success principles.
- Bachelor's degree required; Master's degree in a related field (e.g., Education, Instructional Design, Business) is a plus.
Benefits
- Experience Bonus: $1800 USD to use for an experience of your choice, enhancing personal growth.
- Competitive Compensation: Competitive salary, performance bonuses, and generous savings fund matching.
- Wellness Reimbursement: Quarterly wellness reimbursement for activities such as gym memberships and wellness programs.
- Community Engagement: Opportunities to be part of amazing QGroup Communities, such as MOSAIQ and Women's Leadership Development, promoting support, allyship, and advocacy.
