Experienced Senior Customer Trainer – Digital Security and Productivity Solutions

At careerzynith, we're building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 165,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information.

If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.

• *About the Role**

Our Onboarding team is responsible for understanding the relationships and desired outcomes for our customers, building a launch plan for success, and helping users get the most out of careerzynith. As a Senior Customer Trainer, you will collaborate with cross-functional teams to stay updated on product features and customer needs, ensuring our team’s training content is relevant and effective. You will develop and maintain both standard and advanced training modules and mentor junior specialists in delivering these sessions. Your role involves customizing training plans for customers with large or complex deployments and conducting engaging virtual training sessions using diverse instructional methods. Additionally, you will provide post-training support, gather feedback for continuous improvement, and track customer progress to measure training success.

• *Responsibilities**

• Collaborate with cross-functional teams to stay updated on product features and customer needs, ensuring our team’s training content is relevant and effective.
• Develop and maintain standard and advanced product training modules, materials, and supplementary resources (e.g., checklists, bite-sized videos) to support ongoing learning.
• Support Leadership in training other specialists to deliver the training modules and keep them updated on content changes. Provide specialists ongoing guidance and mentorship (e.g., tailoring training plans or content, using instructional methods).
• Collaborate with the Project Management team and customers to understand business needs, user roles and workflows for large or complex deployments.
• Propose and secure customer buy-in for customized and comprehensive training plans, incorporating standard and advanced modules that meet their needs and drive deployment and adoption.
• Tailor training content to the specific needs, skill levels, and use cases of customer end users, including technically advanced end users and administrators.
• Conduct engaging virtual training sessions, explaining complex product features, in-depth functionalities, and best practices for optimal use. Use diverse instructional methods, such as demonstrations, hands-on practice, and scenario-based learning to enhance the learning experience.
• Provide post-training support and offer additional guidance on complex or technical issues to help end users fully utilize the software.
• Collect and analyze feedback from customers and end users (e.g., via surveys) to continuously improve training content and delivery and recommend improvements to benefit the team.
• Track customer progress through their customized training plans, measuring key performance indicators (KPIs) to ensure success.

• *Requirements**

• 5+ years of experience in a customer-facing role, such as customer support, onboarding, or training (or a related field), preferably within a SaaS environment.
• Proven ability to develop and facilitate engaging virtual training sessions and effectively present complex concepts to diverse audiences with varying technical knowledge.
• Experience using instructional design tools (e.g., Storyline, Camtasia) preferred.
• Strong understanding of adult learning principles and instructional methods.
• Strong communication, collaboration, and interpersonal skills.
• Strong time management and problem-solving skills to effectively manage multiple projects simultaneously.
• Strong analytical skills to assess training effectiveness through metrics and feedback and recommend improvements for the team.
• Experience or familiarity with LMS and CRM tools a plus.
• Bonus: Familiarity with careerzynith or other password manager.

• *What You Can Expect**

• Regularly partner with cross-functional teams (e.g., Product, Solutions, Customer Success) to gain a deep understanding of our products, new features, and functionalities, and customer needs to determine/update product training content.
• Develop and maintain standard and advanced product training modules, materials, and supplementary resources (e.g., checklists, bite-sized videos) to support ongoing learning.
• Support Leadership in training other specialists to deliver the training modules and keep them updated on content changes. Provide specialists ongoing guidance and mentorship (e.g., tailoring training plans or content, using instructional methods).
• Collaborate with the Project Management team and customers to understand business needs, user roles, and workflows for large or complex deployments.
• Propose and secure customer buy-in for customized and comprehensive training plans, incorporating standard and advanced modules that meet their needs and drive deployment and adoption.
• Tailor training content to the specific needs, skill levels, and use cases of customer end users, including technically advanced end users and administrators.
• Conduct engaging virtual training sessions, explaining complex product features, in-depth functionalities, and best practices for optimal use. Use diverse instructional methods, such as demonstrations, hands-on practice, and scenario-based learning to enhance the learning experience.
• Provide post-training support and offer additional guidance on complex or technical issues to help end users fully utilize the software.
• Collect and analyze feedback from customers and end users (e.g., via surveys) to continuously improve training content and delivery and recommend improvements to benefit the team.
• Track customer progress through their customized training plans, measuring key performance indicators (KPIs) to ensure success.

• *What We Offer**

• Regularly partner with cross-functional teams (e.g., Product, Solutions, Customer Success) to gain a deep understanding of our products, new features, and functionalities, and customer needs to determine/update product training content.
• Develop and maintain standard and advanced product training modules, materials, and supplementary resources (e.g., checklists, bite-sized videos) to support ongoing learning.
• Support Leadership in training other specialists to deliver the training modules and keep them updated on content changes. Provide specialists ongoing guidance and mentorship (e.g., tailoring training plans or content, using instructional methods).
• Collaborate with the Project Management team and customers to understand business needs, user roles, and workflows for large or complex deployments.
• Propose and secure customer buy-in for customized and comprehensive training plans, incorporating standard and advanced modules that meet their needs and drive deployment and adoption.
• Tailor training content to the specific needs, skill levels, and use cases of customer end users, including technically advanced end users and administrators.
• Conduct engaging virtual training sessions, explaining complex product features, in-depth functionalities, and best practices for optimal use. Use diverse instructional methods, such as demonstrations, hands-on practice, and scenario-based learning to enhance the learning experience.
• Provide post-training support and offer additional guidance on complex or technical issues to help end users fully utilize the software.
• Collect and analyze feedback from customers and end users (e.g., via surveys) to continuously improve training content and delivery and recommend improvements to benefit the team.
• Track customer progress through their customized training plans, measuring key performance indicators (KPIs) to ensure success.

• *Compensation and Benefits**

• The annual base salary for this role is between $77,000 USD and $104,000 USD, and is commission-eligible. This role is also immediate participation in careerzynith's benefits program (health, dental, 401k, and many others), utilization of our generous paid time off, an equity grant, and, where applicable, participation in our incentive programs.
• The annual base salary for this role is between $75,000 CAD and $101,000 CAD and is commission-eligible. This role is also eligible for immediate participation in careerzynith’s generous benefits program (health, dental, RRSP, and many others), utilization of our generous paid time off, an equity grant, and, where applicable, participation in our incentive programs.

• *Our Culture**

At careerzynith, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, careerzynith is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.

• *Our Approach to Remote Work**

We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites, quarterly department meetings, and periodic customer events. These events will typically be held in varying locations across EMEA, Canada, and/or the USA. In leadership roles, you can expect to travel once per month on average.

• *What We Offer**

We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:

• Health and wellbeing
• Maternity and parental leave top-up programs
• Generous PTO policy
• Four company-wide wellness days
• Growth and future
• Company equity for all full-time employees
• Retirement matching program
• Free careerzynith account
• Community
• Paid volunteer days
• Employee-led inclusion and belonging programs and ERGs
• Peer-to-peer recognition through Bonusly

• *You Belong Here**

careerzynith is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse, and equitable workplace that is built on trust, support, and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, color, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken, or veteran status. Be yourself, find your people, and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at [email protected], and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at careerzynith does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

careerzynith uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest third-party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form. For additional information, see our Candidate Privacy Notice.

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