Customer Experience Enablement Lead

GTM at Brex

The GTM team is the driving factor behind revenue for Brex. Every member of our team directly affects our top line. We focus on generating new opportunities, acquiring new customers, expanding usage, and building even stronger relationships with our current customers. We have a unified culture recognizing big wins daily and celebrating individual accomplishments weekly and monthly. We make sure that top performers are recognized and have built a competitive environment to keep the team motivated and unified.

Position Overview

The Customer Experience Enablement Lead will be responsible for supporting the onboarding, training, and continuous development of our Customer Org (Account Managers, Customer Success Managers, and Client Sales Executives). This role is ideal for someone who has a) proven success in a customer-facing function while b) a passion for taking their success and applying it towards peer teaching, learning or developing new processes. 

Where you'll work

This role will be based in our San Francisco office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. Starting February 2, 2026, we will require three days per week in office - Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!

Key Responsibilities

• Customer Org New Hire Onboarding: Coordinate and deliver comprehensive onboarding programs for new GTM team members, ensuring they quickly understand our products, retention strategies, and internal processes
• Product / Commercial Knowledge: Collaborate with product operations & marketing teams to keep customer org stay informed about product & industry updates → translate technical or competitive information into digestible content for the customer team as needed
• Customer org Technology Adoption: Partner with RevOps to create and maintain effective training playbooks focused on critical internal tools for customer + forecasting management (IE- ReTool, SFDC, Pocus, Gong, etc) 
• Playbook co-development and reinforcement: Document best practices alongside customer leaderships team. Plan live, interactive sessions aimed to improve Product attachment, churn mitigation, retention, and growth plays across the customer team
• Performance Tracking: Partner with RevOps to monitor new hire ramp time and provide insights on improving onboarding efficiency

Qualifications

• Bachelor's degree or equivalent experience
• 2-3 years in a front-line customer facing position, and consistently hit or exceeded goals
• Strong communication and presentation skills. Eye for design and attention to detail
• Deep familiarity with CSM “Tech Stack” (Salesforce, Customer succes platforms [Vitally], Outreach, Gong)
• Ability to learn product / technical concepts quickly and explain them clearly
• Self-motivated with a proactive approach to problem-solving

Preferred Skills (Not Required)

• Hands-on experimentation and testing AI tools / applications to increase productivity 
• Experience in B2B software or fintech industries
• Basic understanding of sales methodologies
• Experience with learning management systems (LMS)
• Project management skills