Sr Program Associate (Client Training & Enablement)

• Run onboarding and app training sessions (live via video calls) that take new clients from signup to first value in week one.
• Design and scale the training playbook, guides, short videos, and in-app guidance so onboarding works without you being in every call.
• Continuously monitor activation and engagement metrics to find where clients get stuck, then proactively close the gap and drive adoption.
• Serve as the strategic bridge between clients and internal teams, ensuring clear communication and fast issue resolution.
• Champion the voice of the client by turning recurring training gaps and feedback into actionable product and process improvements.
• Identify adoption, retention, and upsell opportunities that surface during training, and drive or hand them off cleanly.
• Build and maintain dashboards and reporting to measure training effectiveness, activation rate, and time-to-value.
• Collaborate with the founding and leadership teams to refine the client journey and onboarding strategy.

• 2 to 4 years in Customer Success, Implementation, Training, Program Management, or Operations, ideally at a product-based startup or SaaS company.
• Proven experience in running client-facing sessions and explaining software to non-technical business owners.
• Demonstrated experience in designing and scaling processes that improve efficiency and client outcomes.
• Experience in contributing to renewals, retention, or upsell is a strong plus.
• Strong analytical and problem-solving skills, with a focus on execution and results.
• Excellent communication, coordination, and stakeholder management skills.
• Hands-on proficiency with CRM systems, Excel/Sheets, and marketing or automation tools.
• Fluent in English and Hindi. Additional regional languages are a plus.
• Highly proactive, detail-oriented, and comfortable in a fast-paced, dynamic environment.

Required Skills