We're Hiring!

Title: Director of Customer Enablement

Department: Customer Success

Posting Location: Remote

About Lexipol 

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: 

The Director of Customer Enablement will lead the transformation of Lexipol's customer enablement function from a primarily live-training model into a scalable, technology-enabled experience that helps customers reach value faster, adopt more of the solutions they own, and succeed throughout the customer lifecycle.
This leader will set the vision, build the operating model, develop the team, and create an integrated enablement system that includes a customer academy, self-service learning, in-product guidance, knowledge resources, community programs, office hours, live education, and AI-assisted support. The Director will be accountable for measurable customer and business outcomes, not training activity alone.

Key Performance Objectives:

This work will focus on the following areas:
• Strategy and transformation Define a multi-year customer enablement vision and roadmap. Assess the current team, programs, content, technology, and processes; then redesign the function to deliver consistent experiences at scale.
• Scalable customer learning Build a role- and lifecycle-based learning ecosystem that extends beyond weekly webinars. Use on-demand courses, learning paths, certifications, short-form video, guided practice, office hours, peer learning, community, and targeted live programs based on the job customers are trying to complete.
• AI and technology adoption Develop a practical roadmap for AI, automation, and digital adoption technology across customer education and self-service. Apply these capabilities to personalize learning, recommend next-best content, accelerate content production and maintenance, improve search, support multiple formats and audiences, and reduce manual work. Establish appropriate human review, data privacy, security, accessibility, and content-quality controls.
• Customer lifecycle enablement Partner with Customer Success, Professional Services, Support, Sales, and Marketing to define the right education at onboarding, implementation, adoption, value realization, expansion, and renewal. Design programs around customer personas, product maturity, risk signals, and desired outcomes.
• Product and release readiness Create a repeatable partnership with Product and Product Marketing so customers receive clear, timely education for new products, features, workflows, and changes. Use enablement insights and learning behavior to inform product decisions and improve the customer experience.
• Content and knowledge operations Establish standards, governance, ownership, and review cycles for customer-facing learning and knowledge content. Improve information architecture, findability, accessibility, and accuracy while retiring outdated or duplicative materials.
• Measurement and business impact Define the scorecard for customer enablement, including time to value, activation of priority capabilities, depth of adoption, learning completion, competency, self-service success, ticket deflection, customer effort and satisfaction, and influence on retention and expansion. Use data to prioritize investments and continuously improve the experience.
• Team leadership and capability building Lead, coach, and develop the Customer Enablement team. Redesign the structure, roles, skills, capacity, workflows, and decision rights required for the future-state model; establish clear performance expectations; and create a culture of experimentation, accountability, and customer focus.
• Cross-functional operating model Align senior leaders across Customer Experience, Product, Marketing, Sales, and Operations on priorities, ownership, launch readiness, and measures of success. Establish planning rhythms and feedback loops that keep enablement connected to company strategy and customer needs.
• Business and resource management Own the enablement technology portfolio, budget, vendor relationships, capacity plan, and investment recommendations. Build clear business cases and make thoughtful build, buy, and partner decisions based on customer impact and scale.
• Customer and industry engagement Engage directly with customers to understand how they learn and where they encounter friction. Represent Lexipol in selected customer forums, conferences, and industry events when executive enablement leadership is valuable.

Required Qualifications:

• Leadership experience 10 or more years of experience in customer enablement, customer education, digital adoption, customer success, learning and development, or a related SaaS or technology function, including at least four years leading teams.
• Transformation record Demonstrated success assessing, redesigning, and scaling a customer enablement or education function. Experience establishing a new operating model, not only managing established programs.
• Scalable program design Experience building persona- and lifecycle-based learning across multiple channels, such as customer academies, learning management systems, certifications, digital adoption tools, knowledge bases, community, in-product education, and live programs.
• Technology and AI fluency Practical experience using technology, automation, analytics, and generative AI to improve learning quality, personalization, reach, speed, and operating efficiency. Sound judgment about human oversight, security, privacy, accessibility, and responsible use.
• Data-driven management Ability to define measurable outcomes, instrument programs, interpret product and learning data, and connect enablement investments to customer adoption, support demand, retention, expansion, and business value.
• People and change leadership Strong record of setting direction, developing talent, leading through change, and holding teams accountable for outcomes in a fast-moving environment.
• Executive influence Clear written and verbal communication, sound business judgment, and the ability to align senior stakeholders and drive decisions in a highly cross-functional organization.
• Operational discipline Experience managing budgets, vendors, technology platforms, content portfolios, and multiple strategic initiatives with clear priorities and reliable execution.

Preferred Experience:

Public sector experience Background serving public safety, government, regulated industries, or other complex customer environments.
• Complex SaaS portfolio Experience enabling customers across a multi-product platform with varied personas, maturity levels, and use cases.
• Digital customer success Experience partnering with Customer Success Operations on digital engagement, customer health, segmentation, and scaled customer-success motions.
• Learning expertise Knowledge of adult learning, instructional design, knowledge management, accessibility, localization, and learning-platform administration.
• Community and certification Experience building customer communities, credentialing, or certification programs that strengthen adoption and customer capability.

Target Outcomes/Success Metrics:

Transformation roadmap A clear current-state assessment, future-state operating model, technology strategy, and sequenced roadmap for scaling customer enablement.
• Broader customer reach A connected portfolio of self-service, in-product, on-demand, community, and live experiences that reaches more customers without relying on headcount growth alone.
• Faster customer value Measurable improvement in time to value, activation of priority workflows, depth of product adoption, and customer competency.
• Effective self-service Higher success with knowledge and learning resources, improved content accuracy and findability, and lower avoidable support demand.
• AI-enabled operations Responsible use of AI and automation that improves personalization, content velocity, consistency, and team productivity while maintaining quality and trust.
• Product readiness A repeatable release-enablement process that equips customers for new capabilities at launch and creates actionable feedback for Product teams.
• Accountable team A high-performing team with clear roles, modern capabilities

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.

Targeting base salary of $150,000 plus annual bonus.

About Lexipol

Lexipol is the leader in advancing total readiness for public safety agencies, helping leaders reduce risk, ease administrative burdens, and strengthen community trust. Trusted by more than 12,000 agencies nationwide, Lexipol delivers a unified platform that integrates policy, training, wellness, and reporting to simplify operations and support data-informed decisions. By equipping leaders and teams with the tools, insights, and support they need, Lexipol makes readiness possible—today and for whatever comes next. Learn more at 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.