Hybrid Head of Customer Enablement, Basecamp at Qualtrics
Qualtrics · Seattle, Washington, United States Of America · Hybrid
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Sponsored by OysterAt Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
Head of Customer Enablement, Basecamp
Why We Have This Role
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.
At Qualtrics, we are committed to empowering organizations to manage and optimize their most important asset: experience. This role plays a crucial part in our global growth strategy by ensuring customers have the resources, knowledge, and skills to fully leverage our platform. By leading our customer education and skilling initiatives, you will equip customers with the expertise they need to fully adopt, optimize, and expand their use of our solutions—driving higher engagement, increased retention, and greater lifetime value for Qualtrics.
How You’ll Find Success
- Customer Success: You'll directly impact the adoption, utilization, and ultimately, the success of our customers with the Qualtrics platform.
- Category Leadership: You'll solidify Qualtrics' position as the leader in XM by creating the gold standard for customer enablement in the industry.
- Team Leadership: You'll build, mentor, and inspire a high-performing team of enablement professionals.
- Revenue Growth: By driving customer proficiency, you'll contribute to increased product usage, renewals, and expansion opportunities.
- Product Evolution: You'll be a key voice in shaping the future of our product by channeling customer feedback and insights into our product development process.
- Accelerate Customer Adoption and Maturity – Design and execute education programs that help customers confidently adopt, optimize, and expand their use of Qualtrics solutions.
- Drive Business Impact – Align training and certification programs with key business goals, including increasing customer retention, expansion, and satisfaction.
- Enhance Customer Self-Sufficiency – Identify blockers and points of friction within the customer journey and create discoverable knowledge and resources to proactively address them.
- Collaborate Cross-Functionally – Work closely with product, marketing, and customer success teams to ensure education programs support product adoption and long-term value realization.
How You’ll Grow
- Professional Development: Access mentorship and learning opportunities to support your career growth within enablement and beyond.
- Broadened Perspective: Work with diverse customers and industries to develop a comprehensive understanding of their unique needs and challenges.
- Leadership Skills: Enhance your skills in team management and strategic decision-making while collaborating with experts across various functions.
- Incremental Improvement: Define and track key success metrics (e.g., course completion, certification rates, engagement levels) to continuously optimize the learning experience.
- Stay at the Forefront of Learning Innovation – Explore new trends in AI-driven education, interactive content, and blended learning strategies to continuously evolve Basecamp.
Things You’ll Do
- 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.
What We’re Looking for on Your Resume
- 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.
What You Should Know About This Team
- We are a diverse and inclusive team that values creativity, experimentation, and continuous improvement.
- Our work has a direct and meaningful impact on customer success and the growth of Qualtrics.
- We support each other’s professional development and career growth through mentorship and learning opportunities.
- Our culture is built on transparency, trust, and respect, where every voice is heard and valued.
Our Team’s Favorite Perks and 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.
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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For full-time positions, this pay range is for base per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer, in addition to a range of medical, financial, and other benefits, based on eligibility criteria.
Washington State Annual Pay Transparency Range
$137,000—$250,000 USD
