Senior Customer Retention Jobs in Reno, NV (NOW HIRING)

​​About LegalZoom

LegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 25 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you’re ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can’t wait to meet you.

​​Human-in-the-Loop

At LegalZoom, we operate with a human-in-the-loop model, where AI enhances—rather than replaces—human judgment. We believe the strongest outcomes for our customers come from thoughtfully integrating human expertise with AI capabilities to improve accuracy, safety, and decision-making.

To align with our AI-integrated operating model, our interview process will assess AI fluency, curiosity, and measurable/impactful workflow integration.

Where we work
We believe work should work for you. LegalZoom supports a remote-friendly environment that gives employees flexibility and balance. Our Austin, Beaverton, Frisco, Los Angeles Metro, and San Francisco Bay Area offices allow our employees to collaborate with teammates and offer special onsite events, lunches, and more.

Overview

As a Senior Training & Enablement Specialist, you will own the onsite training and enablement function for LegalZoom’s Reno hub, serving as the primary learning partner for local leaders and specialists. This role will support training and enablement initiatives across LegalZoom brands, helping teams deliver consistent, high-quality customer experiences while adapting training to local and business-specific needs.

This role requires a thinker and a doer: someone who is comfortable using AI, modern tools, adult learning principles, and performance data to improve how training is designed, delivered, reinforced, adopted and measured. You will use business insights, QA data, stakeholder input, and frontline feedback to identify gaps, diagnose root causes, and turn findings into clear, practical enablement solutions.

You will work closely with Reno leadership, Central Operations Training & Enablement team and cross-functional partners to support business priorities, improve speed-to-proficiency, drive adoption of new tools, products, and workflows, and keep local training aligned with LegalZoom’s broader strategies.

You will

Training, Enablement & Content Execution

• Own and facilitate new hire, ongoing, and upskilling programs for the Reno hub, ensuring consistency with LegalZoom standards while adapting for site-specific needs.

• Lead live and virtual workshops, simulations, role-plays, certifications, and practice activities that build skills, reinforce expectations, and improve time-to-ramp.

• Design learning experiences using adult learning principles, reinforcement, practice, feedback, and performance support to improve retention and application.

• Build, maintain, and improve rep- and leader-facing materials, such as sales playbooks, talk tracks, job aids, facilitator guides, and leader guides used to support customer conversations.

• Maintain and continuously improve knowledge resources, playbooks, SOPs, job aids, and AI-enabled support tools to ensure frontline teams can quickly access accurate and practical guidance.

• Leverage AI and modern tools where appropriate to improve the design, delivery, reinforcement, and measurement of learning while identifying opportunities to increase productivity, accelerate content creation, and improve performance. 

Performance Support, Partnership & Analytics

• Analyze performance data, QA insights, operational metrics, learner feedback, and stakeholder input to identify root causes, prioritize enablement opportunities, and recommend measurable solutions.

• Track KPIs such as conversion, quality scores, and time-to-ramp to identify performance gaps and translate findings into targeted enablement solutions.

• Partner with Sales Ops, Rev Ops, Product, Marketing, QA, and site leadership to support tool adoption, workflow improvements, and enterprise initiatives that impact LegalZoom’s Reno and related teams.

• Maintain alignment with Central Operations Training & Enablement and peers at other sites to keep curricula, readiness standards, learning journeys, and enablement practices consistent and effective.

You have

• 6+ years in Sales Enablement, Training, or L&D supporting frontline teams, with a track record of driving measurable business results such as conversion, QA scores, or time-to-proficiency.

• Experience owning training or enablement programs with a high degree of autonomy, including using performance data, QA insights, frontline feedback, and stakeholder input to identify gaps and recommend practical solutions.

• Strong facilitation skills in both live and virtual settings, with the ability to adapt your approach based on the audience, learning need, and business priority.

• Strong content development and instructional design skills, with the ability to create clear, useful, and engaging resources for frontline teams and leaders.

• Experience using AI tools, Google Workspace, Zoom, Jira, LMS or learning platforms, CRM systems, knowledge management platforms, QA tools, performance dashboards, and other modern enablement technologies to improve how work gets done.

• Strong cross-functional collaboration skills and the ability to communicate clearly with leaders, peers, frontline teams, and cross-functional stakeholders.

• Comfort working in a fast-paced environment where priorities may shift based on business needs, customer needs, or operational performance.

• Bachelor’s degree or equivalent experience.

• Willingness to travel to other LegalZoom sites or partner sites as needed.

The salary range for this role is ($51,000 - $81,600). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.

●  Medical, Dental, Vision Insurance

●  401k, With Matching Contributions

●  Paid Time Off

●  Health Savings Account (HSA)

●  Flexible Spending Account (FSA)

●  Short-Term/Long-Term Disability Insurance

●  Plus other wellness benefits to include:

○  Fertility

○  Mental Health

○  One Medical

○  Fringe lifestyle benefits up to $250

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment.  LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Additionally, LegalZoom is enrolled in the E-Verify program. For additional information on E-Verify, please visit Participation and Right to Work pages.